Director of Service Delivery

Job Description

Job Description

Director of Service Delivery

Reports To: Senior Director of Service Delivery

Location: Remote (anywhere within the U.S.)

Environment: Remote

Status: Exempt, Salaried

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Director of Service Delivery working within Managed Services (one of our entities), you will be responsible for leading a portfolio of customer-facing service delivery teams that connect account management, client logistics, and operational execution. This role ensures customers receive consistent, proactive support and that Redwood delivers against its commitments every day. You will turn customer goals and performance data into action, strengthen operating discipline, develop people leaders, and create measurable improvements in service quality, cost, and customer satisfaction.

How You Make a Difference Everyday:

• 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, ensuring timely execution, clean handoffs, and strong issue ownership.
• Monitor customer health, SLAs, KPIs, scorecards, and financial indicators to identify risks and improvement opportunities early.
• 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 and participate in operational reviews, QBRs, and executive governance meetings.
• Standardize SOPs, reporting, governance, and best practices so teams can deliver a consistent experience at scale.
• Partner with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology to resolve issues and improve outcomes.
• Lead initiatives that 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 regular feedback, development planning, performance management, and recognition.

You’ve Got This?

• 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, including 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.

This role is expected to be visible to customers and teams, with a regular presence in operating reviews and a willingness to engage directly when service performance or customer outcomes require additional leadership. Occasional after-hours support may be required for critical situations.

What We Offer:

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

Work Schedule:

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range:

Salary Range:

$140,000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.