Senior Manager, Service Delivery—Remote/Hybrid

Redwood Logistics; Chicago (IL); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401k with company match

Paid time off

Job summary

Redwood Logistics in Chicago, IL is seeking a Senior Manager of Service Delivery to lead a team delivering reliable, responsive service to Managed Services customers.

You will oversee daily execution across customer service, transportation coordination, exception management, and reporting, ensuring SLA adherence and proactive issue resolution. A Bachelor's degree is preferred with 6+ years in logistics and 3+ years leading people.

Qualifications

• Bachelor's degree preferred; equivalent transportation or logistics experience may be considered.
• 6+ years in transportation/logistics, 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 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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Analytical skills

Communication

Time management

MS Office

Dashboards

Travel readiness

Education

Bachelor's degree preferred

Tools

Infios

MercuryGate

Oracle TM

Job description

Redwood Logistics in Chicago, IL is seeking a Senior Manager of Service Delivery to lead a team delivering reliable, responsive service to Managed Services customers.

You will oversee daily execution across customer service, transportation coordination, exception management, and reporting, ensuring SLA adherence and proactive issue resolution. A Bachelor's degree is preferred with 6+ years in logistics and 3+ years leading people.