Senior Director, Service Delivery Excellence

Redwood Logistics; Chicago (IL); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision and 401k plans

Flexible spending account

Mass transit benefits

Paid time off and holidays

Job summary

Redwood Logistics seeks a Senior Director of Service Delivery to lead a team delivering exceptional customer service, operational excellence, and strategic value across Managed Services. This role requires strategic leadership, data-driven decisions, and cross-functional collaboration in a fast-paced environment.

You will own delivery strategy, executive relationships, and continuous improvement initiatives while ensuring data integrity and service quality across customer portfolios.

Qualifications

• Leadership experience with multi-team oversight
• Strong problem-solving and analytical thinking
• Excellent communication with executive stakeholders
• Experience building data-driven service strategies
• Familiarity with BI dashboards and reporting

Responsibilities

• Lead and develop a team of Service Delivery leaders across multiple accounts
• Own the delivery strategy for assigned portfolios aligning with client objectives
• Maintain executive relationships and act as escalation point for strategic issues
• Lead QBRs, EBRs, and governance meetings with clients
• Develop customer success plans to improve retention and growth
• Collaborate with Product and Technology for system improvements
• Drive continuous improvement and data-driven decision making
• Coach and develop leaders and foster accountability and collaboration
• Ensure data integrity and governance across systems and reports
• Oversee service delivery maturity, KPIs, and profitability

Skills

Leadership

Problem solving

Communication

Data analysis

Excel/BI dashboards

Education

High School diploma

BA/BA degree

MBA preferred

Tools

Infios

Transportation Management Systems

BI dashboards

Job description

Redwood Logistics seeks a Senior Director of Service Delivery to lead a team delivering exceptional customer service, operational excellence, and strategic value across Managed Services. This role requires strategic leadership, data-driven decisions, and cross-functional collaboration in a fast-paced environment.

You will own delivery strategy, executive relationships, and continuous improvement initiatives while ensuring data integrity and service quality across customer portfolios.