Director of Service Delivery
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Job Description
Director leading customer-facing service delivery teams for Redwood Logistics’ supply chain technology and managed logistics services. Improving SLAs, customer outcomes, operating discipline, and service performance.
Responsibilities:
- 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
- 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
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