Senior Manager of Service Delivery Reports To:
Director or Senior Director of Service Delivery Location:
Chicago, IL or Remote (within the U.S.) Environment:
Hybrid/Remote Status:
Exempt, Salaried Purpose of Your Work: As a
Senior Manager of Service Delivery working within
Managed Services (one of our entities),you will be responsible leading the teams and operating routines that deliver reliable, responsive service to Redwood's Managed Services customers. Combining account management and client logistics, this role turns customer commitments into disciplined daily execution, develops people, and uses performance data to resolve issues and improve the customer experience. You will be a hands-on leader who keeps teams aligned, customers informed, and operational priorities moving forward.
How You Make a Difference Everyday: - Lead, coach, and develop Service Delivery professionals supporting multiple customer accounts and operational workstreams.
- Oversee daily execution across customer service, transportation coordination, exception management, reporting, and related client logistics activities.
- Act as a primary operational contact for assigned customers, building trust through proactive communication, responsiveness, and dependable follow-through.
- Track customer health, SLAs, KPIs, scorecards, and service trends; surface risks early and coordinate practical recovery plans.
- Manage escalations with clear communication, structured root-cause analysis, corrective actions, and documented prevention steps.
- Lead operating reviews and contribute to QBRs with accurate reporting, useful insights, and a clear view of next actions.
- Maintain SOPs, documentation, data quality, and reporting standards so work is repeatable, visible, and scalable.
- Identify opportunities to streamline workflows, automate manual tasks, improve productivity, and reduce cost to serve without compromising service.
- Partner with Customer Success, Operations, Carrier Management, Finance, Product, Technology, and Implementation teams to resolve issues and improve delivery.
- Ensure effective onboarding, training, workload planning, one-on-ones, performance reviews, and career development for the team.
- Support customer implementations, transitions, onsite meetings, and training as needed.
You've Got This? - Bachelor's degree preferred; equivalent transportation or logistics experience may be considered.
- 6 or more years of experience in transportation, logistics, managed transportation, 3PL, or 4PL services, including at least 3 years leading people.
- Experience with a TMS such as Infios, MercuryGate, Oracle TM, or similar; strong understanding of transportation modes and operating workflows.
- Working knowledge of customer service, load planning or coordination, tracking, exception management, carrier relationships, and operational reporting.
- Strong analytical, organizational, time-management, and written and verbal communication skills.
- Proven ability to stay calm under pressure, prioritize competing needs, resolve conflict, and make sound decisions with incomplete information.
- Comfort using Microsoft Office, dashboards, and reporting tools to support data-driven decisions and customer conversations.
- Ability to build effective relationships across teams and lead through accountability, collaboration, and example.
- Ability to travel up to 20% for customer meetings, training, and onsite reviews.
Scope and Operating Expectations: This is a hands-on leadership role in a customer-facing operating environment. Flexibility outside standard business hours may occasionally be needed to support critical customer situations or time-sensitive transportation activity.
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 hybrid/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:
$90,000 - $115,000
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.
