OnTrac

Customer Support

• Independently monitor, assess, document, and coordinate customer and operational escalations through resolution
• Evaluate severity, urgency, and business impact; engage appropriate teams or leaders; and provide accurate updates
• Serve as an escalation resource for Coordinators during complex issues, service disruptions, peak periods, and high-risk events
• Review recurring customer and operational reports for accuracy, completeness, and timely delivery
• Investigate discrepancies, data anomalies, and service-performance questions; coordinate corrections or escalations
• Maintain audit logs and supporting records
• Support daily, weekly, and monthly reporting on escalations, service trends, customer issues, and operational performance
• Identify recurring patterns and summarize findings for Consultants and leadership to support root-cause analysis and process improvement
• Prepare customer-facing reports, performance updates, operational summaries, and resolution recaps
• Assist with MBR/QBR preparation, including data validation, issue research, trend identification, performance summaries, and presentation support
• Support customer calls, operational reviews, ad hoc information requests, manual reporting, and customer-specific operational needs
• Execute white-glove monitoring, conduct shipment research, identify emerging risks, and initiate escalations when service commitments are at risk
• Partner with Operations, Field Operations, Transportation, Linehaul, Network Planning, Quality, Customer Success, and other teams to resolve issues and close action items
• Guide Coordinators on procedures, reporting, documentation, and escalation handling
• Support onboarding, peer training, and knowledge sharing
• Contribute to SOP, escalation workflow, reporting process, and quality-control updates
• Help maintain consistent execution across shifts

Senior Customer Experience Coordinator

Human Resources

• Assist with the end-to-end onboarding process for new hires
• Identify opportunities to improve onboarding efficiency, scalability, and execution
• Manage the delivery, completion, and follow-up of external onboarding document requirements
• Conduct employee data audits
• Maintain organized and secure employee data across functions
• Ensure confidentiality and compliance with privacy regulations
• Assist with I-9 management and related document audits
• Support business objectives through additional assigned duties

HR Compliance Specialist

Account Manager

• Coordinate execution across Marketing and Service Development for major commercial initiatives, service updates, and go-to-market programs
• Build and manage integrated launch plans, schedules, milestones, owners, dependencies, launch gates, and key decisions
• Establish operating rhythms, status meetings, readiness reviews, checkpoints, and leadership updates
• Monitor operational, technical, commercial, and process readiness
• Track blockers, unresolved decisions, readiness gaps, and resource constraints
• Drive follow-up with owners and escalate risks affecting launch timing or execution quality
• Maintain decision logs, issue registers, action trackers, and status summaries
• Coordinate sequencing adjustments, focused support, and temporary reprioritization across teams
• Manage the end-to-end marketing budget across activities
• Support OnTrac’s commercial and strategic partner program, including onboarding, referral and incentive programs, contracts, billing, lead management, and issue resolution
• Support development of new commercial and strategic partnerships to expand OnTrac’s addressable market
• Ensure readiness across Commercial, Pricing, Legal, Operations, IT, and other partner teams

Senior GTM Program & Partnership Manager

Operations

• Manage monthly execution of Sales Incentive Plans under the direction of the Senior Manager, Sales Operations
• Validate performance results and commission calculations
• Complete reconciliations, audits, payout validation, and documentation before payroll processing
• Investigate and document commission disputes, adjustments, and exceptions; resolve routine issues and escalate complex matters
• Maintain compensation records, calculation logic, approvals, and audit-ready controls
• Provide data, modeling, and scenario analysis for plan updates and future designs
• Monitor data quality and recommend improvements to compensation accuracy, transparency, scalability, and efficiency
• Maintain dashboards, scorecards, recurring reports, and business intelligence resources
• Analyze sales performance, quota attainment, productivity, pipeline, customer, market, and trend data
• Prepare reporting, insights, and analyses for weekly, monthly, and executive performance reviews
• Support revenue planning, seller productivity, resource allocation, and commercial decisions
• Support quota deployment, territory alignment, account assignments, capacity analysis, forecasting, and performance measurement
• Provide modeling and impact analysis for growth planning, market prioritization, GTM initiatives, organizational changes, market expansion, and sales programs
• Maintain planning files, assumptions, outputs, and documentation
• Improve seller productivity, market coverage, and sales effectiveness
• Document Sales Operations processes, controls, data definitions, and ownership requirements
• Identify process gaps, manual effort, and control risks
• Support automation, system enhancements, testing, and implementation across Salesforce, reporting platforms, and Sales Operations workflows
• Coordinate activities and projects with Sales, Account Management, Finance, Payroll, HR, IT, and other partners through resolution

Sales Operations – Incentive Specialist

• Maintain and grow assigned customer accounts through relationship-building and consultative selling
• Serve as the primary point of contact for customers
• Ensure customer satisfaction and identify upselling and cross-selling opportunities
• Maintain client relationships, understand client needs, and provide tailored solutions
• Monitor account performance, address issues proactively, and identify growth opportunities
• Maintain consistent customer communication to support satisfaction and contract renewal
• Document issues, resolutions, and growth opportunities accurately
• Monitor industry trends, competitor activity, and market conditions
• Share market insights to influence team strategy
• Perform additional duties as needed to support business objectives

Enterprise Account Manager

• Assist with the end-to-end onboarding process for new hires
• Identify opportunities to improve onboarding efficiency, scalability, and execution
• Manage delivery, completion, and follow-up of external onboarding document requirements
• Conduct employee data audits
• Maintain organized and secure employee data across functions
• Ensure confidentiality and compliance with privacy regulations
• Assist with I-9 management and related document audits
• Support business objectives through additional assigned duties

• Design, administer, and analyze sales incentive programs that drive performance and align with business objectives
• Manage monthly execution of Sales Incentive Plans under the direction of the Senior Manager, Sales Operations
• Validate performance results and commission calculations
• Complete reconciliations, audits, payout validation, and documentation before payroll processing
• Investigate and document commission disputes, adjustments, and exceptions; resolve routine issues and escalate complex matters
• Maintain compensation records, calculation logic, approvals, and audit-ready controls
• Provide data, modeling, and scenario analysis for plan updates and future designs
• Monitor data quality and recommend improvements to compensation accuracy, transparency, scalability, and efficiency
• Maintain dashboards, scorecards, recurring reports, and business intelligence resources
• Analyze sales performance, quota attainment, productivity, pipeline, customer, market, and trend data
• Prepare reporting and analyses for weekly, monthly, and executive performance reviews
• Support revenue planning, seller productivity, resource allocation, commercial decisions, ad hoc analyses, and revenue strategy initiatives
• Support quota deployment, territory alignment, account assignments, capacity analysis, forecasting, and performance measurement
• Maintain planning files, assumptions, outputs, and documentation
• Document Sales Operations processes, controls, data definitions, and ownership requirements
• Support automation, system enhancements, testing, and implementation across Salesforce, reporting platforms, and Sales Operations workflows
• Coordinate activities and projects with Sales, Account Management, Finance, Payroll, HR, IT, and other partners

• Assist with the end-to-end onboarding process for new hires
• Identify opportunities to improve onboarding efficiency, scalability, and overall execution
• Manage the delivery, completion, and follow-up of external onboarding document requirements
• Conduct employee data audits and maintain organized, secure employee data across functions
• Ensure confidentiality and compliance with privacy regulations
• Assist with I-9 management and related document audits as needed
• Support business objectives through additional duties as assigned

Director

• Lead identification, evaluation, and commercialization of market opportunities and service enhancements across OnTrac’s portfolio
• Work directly with customers, prospective customers, strategic partners, and internal stakeholders to assess needs, test market appetite, evaluate commercial implications, and recommend priorities
• Translate market and customer inputs into business cases, roadmap recommendations, positioning direction, executive reporting, and cross-functional guidance
• Lead conversations with customers, prospective customers, and strategic partners to identify unmet needs, evolving expectations, adoption barriers, and demand areas
• Assess customer and market appetite for new capabilities, service changes, commercial programs, and experience improvements
• Synthesize market, customer, field, and partner feedback to identify commercial value and represent needs in internal service-evolution and go-to-market discussions
• Define target segments, business impact, and priority of proposed offerings or service changes
• Develop business cases covering market rationale, demand signals, commercial implications, internal requirements, launch complexity, and strategic fit
• Collaborate with Operations, IT, Pricing, Legal, and customer-facing teams to identify capability requirements, process implications, policy considerations, and risks
• Shape market-facing logic, positioning, competitive framing, audience focus, value narrative, and launch considerations for new offerings and service changes
• Partner with the Senior GTM Program Manager to convert direction into structured execution plans, launch discipline, and progress visibility
• Lead cross-functional alignment through communication, tradeoff discussions, and follow-through
• Prepare executive-ready recommendations and report on progress, issues, dependencies, launch risk, and escalation needs

Senior Customer Experience Coordinator

HR Compliance Specialist

Senior GTM Program & Partnership Manager

Sales Operations – Incentive Specialist

Enterprise Account Manager

HR Compliance Specialist

Sales Operations – Incentive Specialist

HR Compliance Specialist

Market & Service Development Director