Director of Service Delivery

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

📋 Description

• Lead and nurture Service Delivery managers and their teams who are accountable for strategic and intricate customer accounts.

• Convert customer goals, contractual obligations, and operational needs into comprehensive account plans, priorities, and team workflows.

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

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

• Track customer health, SLAs, KPIs, scorecards, and financial metrics to pinpoint risks and areas for improvement.

• Act as a senior escalation leader, managing communication, root-cause analysis, corrective measures, and follow-up across Redwood teams.

• Cultivate trusted relationships with customer stakeholders.

• Engage in operational reviews, QBRs, and executive governance meetings.

• Standardize SOPs, reporting, governance, and best practices.

• Collaborate with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology.

• Drive initiatives aimed at simplifying workflows, enhancing data quality, minimizing manual effort and costs, and boosting customer visibility.

• Assist with 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

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

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

• Minimum of 4 years in a leadership position.

• Proven experience in 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.

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

• Excellent communication, organization, conflict-resolution, and problem-solving abilities; remains composed and structured during escalations.

• Proven track record of fostering accountability, standardizing procedures, 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 sessions, onsite reviews, and implementations.

• Openness 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 contribute to communities.

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

• Paid parental leave.

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

• 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.

• Life insurance policies subsidized by the company.

• Pet insurance options.

• Accident care coverage.

• Access to legal advice.

• Annual incentives based on individual and company performance.