Director, Market & Service Development

Job Summary

The Market & Service Development Director will lead the identification, evaluation, and commercialization of market opportunities and service enhancements across OnTrac's portfolio. This role involves working directly with customers, prospective customers, strategic partners, and internal stakeholders to assess needs, market appetite, evaluate commercial implications, and recommend priorities for development or change.

Key Responsibilities

• Lead direct conversations with customers, prospective customers, and strategic partners to identify unmet needs, evolving expectations, adoption barriers, and areas of demand.
• Assess customer and market appetite for new capabilities, service changes, commercial programs, and experience improvements; gather and synthesize market/customer/field/partner feedback to identify where demand exists and where changes create commercial value; represent customer and market needs in internal discussions on service evolution, commercial priorities, and go-to-market planning.
• Define which need a proposed offering or service change addresses, which segments are most likely to value it, and what business impact may result. Recommend which opportunities should be prioritized, deferred, reshaped, or declined based on business case strength, customer demand, feasibility, and strategic value.
• Develop business cases for new opportunities and material service changes (market rationale, demand signals, commercial implications, internal requirements, launch complexity, strategic fit) and work across Operations, IT, Pricing, Legal, and customer-facing teams to identify capability requirements, process implications, policy considerations, and risks.
• Shape the market-facing logic for new offerings/material service changes (need state, target audience, commercial rationale, competitive context) and guide positioning/competitive framing with Product Marketing, Sales Enablement, Brand, and channel teams.
• Set high-level go-to-market direction for approved initiatives (audience focus, value narrative, key launch considerations) and ensure service development work is informed by how the offering must be understood, sold, supported, and adopted in market.
• Translate market/business-case work into roadmap recommendations (priorities, sequencing, dependencies, expected value); partner with the Senior GTM Program Manager to convert direction into structured execution plans, launch discipline, and progress visibility; lead cross-functional alignment through clear communication, tradeoff discussions, and follow-through; prepare executive-ready recommendations and provide reporting on progress, issues, dependencies, launch risk, and escalation needs.

Qualifications

• Bachelor’s degree or equivalent experience
• 8–12 years of experience in ecommerce logistics, parcel, last mile, transportation, or related market-facing roles (service development, commercial strategy, product marketing, business development, or GTM leadership)
• Demonstrated experience working across Commercial, Operations, IT, Pricing/Finance, and customer-facing teams to evaluate or launch complex offerings, service changes, or strategic programs
• Strong experience developing business cases, market rationales, positioning, and executive recommendations for new opportunities or material changes
• Prioritized experience working directly with large customers, strategic partners, and senior external stakeholders to assess needs and inform roadmap direction
• Experience in U.S. ecommerce parcel delivery, last-mile logistics, or related services/technologies preferred

Benefits

• 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

Employment Logistics

This position may be performed remotely in states where the company is authorized to employ individuals. The Director, Market & Service Development leads the identification, evaluation, and commercialization of market opportunities and service enhancements across OnTrac’s portfolio.

Posting Timeline

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