Director of Service Delivery

Redwood Logistics

. Lead and develop Service Delivery managers and teams responsible for strategic and complex customer accounts .

Posted 9/24/2026full-timeRemote • United StatesLead💰 $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading service delivery teams, managing complex customer accounts, and translating operational requirements into actionable plans. Proficient in analyzing data to drive performance improvements and enhance customer satisfaction.

Highest-signal resume keywords

Leadership ExperienceCustomer Account ManagementKPI ReportingTMS WorkflowsProcess Standardization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisOperational ManagementSLA ManagementPerformance ManagementAccount Planning

Soft Skills

Strong CommunicationConflict ResolutionProblem-SolvingOrganizational Skills

Tools & Technologies

Microsoft OfficeBusiness Intelligence ToolsInfiosMercuryGateOracle TM

Industry Keywords

TransportationLogisticsManaged Transportation3PL4PL

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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