Senior Manager, Service Delivery - Remote Leadership

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

Benefits offered by this job

Health insurance

401k plan with match

Paid time off & holidays

Hybrid/Remote work environment

Job summary

Redwood Logistics seeks a Senior Manager of Service Delivery to lead the Managed Services teams, turning commitments into disciplined daily execution and improving customer experience.

You will manage multiple accounts, coach staff, handle escalations, and drive performance through data-driven insights in a hybrid/remote US environment.

Applicants should have 6+ years in logistics, strong leadership, and experience with major TMS platforms; travel up to 20% is required.

Qualifications

• Bachelor's degree preferred or equivalent transportation/logistics experience
• 6+ years in transportation/logistics with 3+ years leading people
• Experience with a TMS such as Infios, MercuryGate, Oracle TM or similar
• Strong analytical, organizational, and communication skills

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 with proactive communication and dependable follow-through.
• Track customer health, SLAs, KPIs, scorecards, and service trends; surface risks early and coordinate recovery plans.
• Manage escalations with root-cause analysis and preventive actions.
• Lead operating reviews and contribute to QBRs with accurate reporting and insights.
• Maintain SOPs, data quality, and reporting standards to keep work repeatable and scalable.
• Identify opportunities to streamline workflows, automate tasks, and reduce cost to serve without compromising service.
• Partner with cross-functional teams to resolve issues and improve delivery.
• Ensure onboarding, training, workload planning, and performance reviews for the team.

Skills

Leadership

Transportation logistics

SLA/KPI tracking

Analytical thinking

Effective communication

Education

Bachelor's degree preferred

Tools

Infios

MercuryGate

Oracle TM

Job description

Redwood Logistics seeks a Senior Manager of Service Delivery to lead the Managed Services teams, turning commitments into disciplined daily execution and improving customer experience.

You will manage multiple accounts, coach staff, handle escalations, and drive performance through data-driven insights in a hybrid/remote US environment.

Applicants should have 6+ years in logistics, strong leadership, and experience with major TMS platforms; travel up to 20% is required.