Manager of Customer Service

OnTrac is hiring a Contact Center Manager! 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 $ 84,000\- $ 105,000, with full potential base salary range over a successful candidate’s tenure in the position of $84,000\- $126,000\. 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. **Employment Logistics:** The Customer Center Manager leads a frontline customer support team responsible for managing customer cases through chat and text messaging channels. This role oversees Supervisors and associates, ensuring a high\-quality, efficient, and customer\-centric support experience in a fast\-paced logistics environment. Success in this position involves bringing strong people leadership, operational discipline, and a passion for coaching teams, improving performance, and delivering exceptional service while partnering cross\-functionally to resolve escalations and improve customer processes. **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:** * Bachelor’s degree in Business, Operations, or a related field (or equivalent experience) * Minimum 4\+ years of leadership experience in a contact center or customer service environment * Experience working with teams in digital support channels (chat, SMS, messaging platforms) preferred, including in a remote environment * Strong