Director of Service Delivery

🔥 11 hours ago

🇺🇸 United States – Remote

💵 $120k - $160k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Redwood Logistics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

🚗 Transport

📦 Logistics

Transport • Logistics • Supply Chain

Redwood Logistics is a next-generation leader in fourth-party logistics (4PL), dedicated to modernizing supply chains through innovative technology and comprehensive logistics management. Utilizing their Logistics Platform as a Service (LPaaS), Redwood offers flexible, end-to-end supply chain solutions that integrate various services and technologies, providing customers with custom-tailored logistics strategies. With an emphasis on automation and visibility, Redwood empowers businesses of all sizes to optimize their supply chain operations, ensuring efficient and headache-free management of freight and logistics processes.

📋 Description

• Lead and develop Service Delivery managers and teams responsible for strategic and complex customer accounts • Translate customer objectives, contractual commitments, and operating requirements into clear account plans, priorities, and team routines • Oversee day-to-day service delivery across account management and client logistics • Ensure timely execution, clean handoffs, and strong issue ownership • Monitor customer health, SLAs, KPIs, scorecards, and financial indicators to identify risks and improvement opportunities • Serve as a senior escalation leader, coordinating communication, root-cause analysis, corrective action, and follow-through across Redwood teams • Build trusted relationships with customer stakeholders • Participate in operational reviews, QBRs, and executive governance meetings • Standardize SOPs, reporting, governance, and best practices • Partner with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology to resolve issues and improve outcomes • Lead initiatives to simplify workflows, improve data quality, reduce manual effort and cost to serve, and increase customer visibility • Support implementations, transitions, and expansion initiatives by preparing teams, validating readiness, and stabilizing ongoing operations • Coach managers and team members through feedback, development planning, performance management, and recognition

🎯 Requirements

• Bachelor's degree in business, supply chain, operations management, or a related field • 8 or more years of experience in transportation, logistics, managed transportation, 3PL, or 4PL services • At least 4 years in a leadership role • Experience leading customer-facing teams across multiple accounts, modes, sites, or operating processes • Working knowledge of TMS workflows, carrier relationships, customer service operations, KPI reporting, and SLA management • Ability to analyze operational and financial data and turn findings into clear priorities, action plans, and customer communications • Strong communication, organization, conflict-resolution, and problem-solving skills; calm and structured during escalations • Demonstrated success building accountability, standardizing processes, and leading through cross-functional influence • Proficiency with Microsoft Office and business intelligence or reporting tools • Experience with Infios, MercuryGate, Oracle TM, or similar TMS platforms is preferred • Ability to travel up to 20% for customer meetings, training, onsite reviews, and implementations • Willingness to provide occasional after-hours support for critical situations

🏖️ Benefits

• Access to experts and resources for your Learning & Development journey • Opportunity for internal mobility • Employee referral bonus program • Employee Resource Groups (ERGs) • Annual fundraising and volunteer events to give back to communities • Paid time off, floating holidays, time off to volunteer and rollover • Paid parental leave • Medical, dental, vision and 401k plans (with match) • Flexible spending account, mass transit and dependent care plans available • Health savings account, with a annual company contribution for plan participants • Short-term and long-term disability • Life insurance policies subsidized by company • Pet insurance • Accident care • Access to legal advice • Annual incentives based on individual and company performance • Flexible work schedule based on coverage