Senior Director of Customer Service Operations

OnTrac is hiring a Senior Director of Customer Service Operations!

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Location: Remote - This position may be performed remotely in states where the company is authorized to employ individuals.

Compensation: The expected starting base pay range for this position is $180,000. - $225,000. with full potential base salary range over a successful candidate's tenure in the position of $180,000. - $270,000. Actual compensation will be determined based on experience, skills, internal equity, and other job-related factors.

This position may also be eligible for bonus, commission, or other incentive compensation in accordance with the terms of the applicable plan of up to a 30% Bonus Target.

Employment Logistics:

The Senior Director of Customer Service Operations provides oversight of large-scale customer service operations, shaping the department's vision, strategy, and operating model. This role influences enterprise-wide initiatives, drives transformational change, and ensures alignment with company objectives. This leader is accountable for strategic decision-making, departmental performance, budget stewardship, workforce planning, vendor performance, and talent development. The role focuses on improving customer experience, scalability, productivity, and cost structure across a complex customer service environment.

Unpacking the Benefits:

Employees are eligible for a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.

The Must-Haves:

• 15+ years of relevant experience, including experience leading divisions, with a Bachelor's degree or equivalent
• Deep expertise in large-scale customer service and contact center operations, including: omni-channel support models, workforce management, quality assurance, customer experience, operational performance management
• Advanced financial fluency, including capital allocation, governance, and compliance at an enterprise scale
• Comprehensive understanding of the business and market context, enterprise strategy dynamics, and competitive landscapes
• It is the responsibility of every position to understand and adhere to the security guidelines outlined in OnTrac's Acceptable Use policy and to conduct their activities accordingly.

Your Mission in Motion:

A summary of key responsibilities for the role is outlined below. Additional duties may be assigned as needed to support business objectives.

• Customer service operating model: Develop and execute the customer service operating model, including decisions around onshore, offshore, outsourced, automated, and self-service support capabilities.
• Operating rhythms & performance management: Build and maintain operating rhythms, scorecards, business reviews, service standards, and performance management processes that drive accountability and measurable results.
• Root cause analysis & operational improvement: Identify drivers of contact volume, customer dissatisfaction, repeat contacts, inefficiencies, and operating costs, and lead initiatives to address root causes.
• Workflow, QA & workforce process redesign: Redesign workflows, escalation processes, quality assurance programs, knowledge management practices, workforce management processes, and coaching programs to improve performance and consistency.
• Tools, automation & AI enablement: Partner with internal teams to prioritize and implement customer service tools, automation capabilities, AI solutions, and process improvements that enhance customer outcomes.
• Budget, staffing & vendor oversight: Oversee departmental budgets, workforce planning, vendor performance, staffing strategies, and resource allocation to ensure efficient and effective service delivery.
• Data-driven decision support: Use customer, operational, and workforce data to identify trends, prioritize opportunities, measure outcomes, and support informed decision-making.
• Executive communication & stakeholder alignment: Communicate performance, risks, opportunities, and strategic recommendations to executive leadership while driving alignment across key stakeholders.
• Transformation & organizational leadership: Lead large-scale operational and organizational transformation initiatives while recruiting, developing, and leading a high-performing organization of leaders, managers, supervisors, and customer service professionals.

Paving your way to your success:

• You drive enterprise resilience by anticipating disruptions and formulating adaptive responses that protect customer experience and operational continuity.
• You build high-performing leadership benches and create measurable value through strong talent development, coaching, and organizational discipline.
• You communicate and influence across the enterprise and industry, using exceptional executive communication and stakeholder management to present tradeoffs and drive alignment.
• You develop strategic solutions and direction that influence cross-functional operations and improve enterprise performance.
• You anticipate emerging trends and market dynamics to shape long-term competitive positioning and customer service strategy.

Posting Timeline:

This job posting is anticipated to remain open for at least 15 days from the date of posting

Disclosures:

• Washington state employees are eligible for up to 56 hours of paid sick leave annually.

The salary range above represents the national range for this position. The salary range may be inclusive of several career levels at OnTrac, and the actual base salary offered may vary depending on several factors including, but not limited to: Geographic location, candidate experience and qualifications, job-related skills and competencies, market alignment, and financial considerations.

Compensation decisions are made based on the specific circumstances of each hire to ensure fair and competitive pay.

ADA Statement:

We are committed to providing equal employment opportunities to all qualified individuals. If you require reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact Human Resources.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply!

OnTrac is proud to be an Equal Opportunity Employer

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.