Director of Service Delivery

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

📋 Description

• Guide and enhance the capabilities of Service Delivery managers and their teams who manage strategic and intricate customer accounts.

• Convert customer goals, contractual obligations, and operational needs into defined account strategies, priorities, and team processes.

• Supervise daily service delivery across account management and client logistics.

• Ensure prompt execution, seamless transitions, and robust issue ownership.

• Track customer health, service level agreements (SLAs), key performance indicators (KPIs), scorecards, and financial metrics to pinpoint risks and areas for improvement.

• Act as a senior escalation leader, facilitating communication, root-cause analysis, corrective measures, and follow-through among Redwood teams.

• Cultivate trusted relationships with customer stakeholders.

• Engage in operational reviews, quarterly business reviews (QBRs), and executive governance meetings.

• Standardize standard operating procedures (SOPs), reporting, governance, and best practices.

• Collaborate with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology to address issues and enhance outcomes.

• Spearhead initiatives to streamline workflows, enhance data quality, minimize manual efforts and costs, and boost customer visibility.

• Assist in implementations, transitions, and expansion efforts by preparing teams, confirming readiness, and stabilizing ongoing operations.

• Mentor managers and team members through feedback, development planning, performance management, and recognition.

⛳️ Requirements

• A bachelor's degree in business, supply chain, operations management, or a related discipline.

• At least 8 years of experience in transportation, logistics, managed transportation, 3PL, or 4PL services.

• Minimum of 4 years in a leadership position.

• Proven experience leading customer-facing teams across various accounts, modes, sites, or operational processes.

• Familiarity with TMS workflows, carrier relationships, customer service operations, KPI reporting, and SLA management.

• Ability to analyze operational and financial data and translate insights into clear priorities, action plans, and customer communications.

• Excellent communication, organizational, conflict-resolution, and problem-solving abilities; calm and structured during escalations.

• Proven track record of fostering accountability, standardizing processes, and leading through cross-functional influence.

• Proficient in Microsoft Office and business intelligence or reporting tools.

• Experience with Infios, MercuryGate, Oracle TM, or similar TMS platforms is preferred.

• Willingness to travel up to 20% for customer meetings, training, onsite reviews, and implementations.

• Readiness 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 support communities.

• Paid time off, floating holidays, time off for volunteering, and rollover options.

• Paid parental leave.

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

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

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

• Short-term and long-term disability coverage.

• Company-subsidized life insurance policies.

• Pet insurance.

• Accident care.

• Access to legal advice.

• Annual incentives based on individual and company performance.

• Flexible work schedule based on coverage needs.