Director, Customer Reporting, Data

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Establishes the data product roadmap for Managed Services, encompassing the standard data structures, KPI definitions, reporting logic, documentation, and governance practices necessary for scalable customer analytics.

• Serves as the product owner for the standard customer reporting suite, which includes dashboard strategy, enhancement roadmap, user documentation, release planning, rollout, training, and adoption within Managed Services.

• Responsible for governance and monitoring of data completeness, accuracy, consistency, and usability across systems and the customer base; implements repeatable processes to identify gaps, address root causes, and enhance structured data capture.

• Directs the delivery strategy across Redwood Insights, BI, automated Excel, Edge, Snowflake, and other customer reporting tools, providing guidelines for when customers receive standard reporting, minor configuration, or fully custom reporting.

• Acts as the approval authority for customer-facing business intelligence requests that necessitate new development, ensuring alignment with the overall customer reporting and data product strategy; minor modifications, enhancements, and fixes to existing dashboards may continue to be directed to BI.

• Develops reusable configuration patterns and decision frameworks that dictate how reporting is customized for customers without generating unnecessary one-off reporting assets or disconnected data definitions.

• Collaborates with various departments to integrate reusable system configuration standards and essential data elements into customer onboarding, technology system deployments, and operational processes.

• Functions as the reporting Subject Matter Expert (SME) and gatekeeper for custom development beyond the standard business intelligence suite or basic reports, ensuring that customer-specific reporting requirements from commercial agreements or discovery are incorporated into solution design and data capture.

• Establishes a repeatable hyper care process to evaluate new customer data quality, identify missing or inconsistent data, and work with Operations, Client Solutions, and Business Operations to enhance completeness and consistency across input flows.

• Manages the transition from manual, spreadsheet-based, or Edge-based dashboard-style reporting to governed business intelligence or automated delivery platforms to improve reliability, decrease recurring effort, and lower costs.

⛳️ Requirements

• Bachelor's degree in Business, Supply Chain, Operations Management, Data Analytics, Information Systems, or a related field.

• Over 8 years of experience in data product management, analytics leadership, reporting strategy, data governance, transportation management, 3PL, managed transportation, or supply chain technology.

• Direct experience with shipment-level data, TMS platforms, carrier performance metrics, financial reporting inputs, and customer-facing analytics.

• Proven track record of owning a product roadmap, defining standards, managing intake, and fostering cross-functional alignment among business and technology teams.

• Strong comprehension of data quality, data governance, KPI standardization, reporting logic, and operational workflows in a multi-client environment.

• Experience in minimizing manual reporting efforts through automation, reusable reporting assets, and platform transitions.

• Strong executive presence with the capacity to influence account teams, Operations, Solutions, Commercial, Finance, BI, and technology stakeholders.

• Ability to balance customer-specific requirements with standardization, scalability, maintainability, and cost-to-serve principles.

• Possesses listening skills, humility, and empathy.

🏝️ Benefits

• Access to experts and resources to support your Learning & Development journey.

• Opportunities for internal mobility.

• Employee referral bonus program.

• Employee Resource Groups (ERGs).

• Annual fundraising and volunteer events to contribute to communities.

• Paid time off, floating holidays, time off to volunteer, and rollover options.

• Paid parental leave.

• Medical, dental, vision, and 401k plans (with matching contributions).

• Flexible spending account, mass transit, and dependent care plans available.

• Health savings account, with an annual company contribution for plan participants.

• Short-term and long-term disability; life insurance policies subsidized by the company.

• Additional benefits including pet insurance, accident care, access to legal advice, and more.