Customer Experience Manager

OnTrac

. Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention .

Posted 10/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $84,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience management, including customer journey mapping and service design methodologies, while effectively leading and coaching a team to achieve operational excellence and enhance customer satisfaction.

Highest-signal resume keywords

Customer Experience ManagementCustomer Journey MappingPerformance CoachingOperational Initiatives DevelopmentFinancial Literacy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Satisfaction Measurement ToolsCustomer Feedback ProgramsCustomer AnalyticsOperational Process ExecutionBudget Management

Soft Skills

Team LeadershipEffective CommunicationProblem Solving

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer LoyaltyCustomer RetentionEscalation PathwaysOperational EfficiencySecurity Guidelines

About the role

Key responsibilities & impact

Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention
Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows
Support escalation pathways between Commercial and Operations
Ensure daily customer questions and operational issues are routed and addressed effectively
Oversee customer experience support for OnTrac’s largest volume and revenue accounts
Lead, plan, schedule, and coach a team of 4–5 employees
Provide direction and drive consistent performance
Translate customer experience goals into clear, actionable plans
Convert functional plans into actionable operational processes and oversee their execution
Develop and drive operational initiatives that achieve tactical objectives

Requirements

What you’ll need

5+ years of relevant experience, preferably including supervisory experience
Bachelor’s degree or equivalent
Advanced knowledge of customer experience management principles
Knowledge of customer journey mapping and service design methodologies
Knowledge of customer satisfaction measurement tools
Knowledge of customer feedback programs and customer analytics
Financial literacy to manage budgets and evaluate team ROI
Ability to lead a team of professionals and provide effective performance coaching
Responsibility to understand and adhere to the security guidelines in OnTrac’s Acceptable Use policy

Benefits

Comp & perks

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
Bonus, commission, or other incentive compensation may be available, with up to a 15% Bonus Target