Analytics Manager

Analytics Manager Reports To Enterprise Account Director Location Chicago IL Environment Hybrid 3 days in office; 2 remote 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 youre 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 the Analytics & Tech Support Manager working within Managed Service one of our entities you will be responsible for leading customer facing analytics delivery while overseeing TMS technical support and data operations for a large enterprise customer This role bridges BI development data governance and front line system support to ensure delivery of accurate actionable insights while maintaining reliable system performance This position directly supports customer satisfaction retention and growth by combining best in class analytics with responsive technical support and scalable reporting solutions It plays a critical role in enabling data driven decision making and operational excellence across the account How You Make a Difference Everyday Customer Facing Analytics & Performance Management Partner with the enterprise customer and account leadership to define reporting requirements and deliver scalable repeatable BI dashboards and scorecards with standardized KPIs across operational financial and network performance

Deliver actionable insights and supporting materials for QBRs executive reporting and strategic discussions

Provide market based benchmarking and external insights to contextualize transportation cost and service performance against industry trends

Develop exception based reporting and alerting to identify service risks cost variances and operational disruptions enabling operations teams to take timely action

Ensure reporting and analytics outputs are effectively used by enterprise customer and internal teams to support operational decision making

Data Governance & Quality Establish and maintain standardized data definitions and KPI logic across TMS financial systems and reporting layers

Define and document customer specific data and reporting requirements working with solutions design and data engineering to shape the structure and content of data models for the account and ensure accurate scalable implementation

Ensure accuracy and completeness of shipment cost and carrier data through monitoring issue identification and root cause resolution across systems and processes

TMS Technical Support & System Operations Serve as the subject matter expert for order to cash transaction flows for the assigned enterprise customer ensuring continuity and effective resolution across shipments billing and reporting processes

Own end to end TMS and reporting support and issue management through Zendesk including prioritization triage troubleshooting resolution eg failed transactions such as ASNs reprocessing and escalation to Solution Design to drive root cause correction

Troubleshoot and resolve issues impacting shipments billing and reporting including failed transactions eg ASNs with responsibility for reprocessing and coordinating root cause correction with Solution Design Communicate during system incidents and reporting disruptions providing clear updates timelines and business impact to customers and stakeholders

Support user onboarding training and credential management

Reporting Delivery & Efficiency Improve efficiency across reporting analytics and TMS support workflows within the scope of this role Maintain a clear roadmap and backlog balancing urgent support needs with longer term analytics and reporting initiatives

Team Leadership & Development Lead and develop a team of analysts supporting customer reporting analytics and TMS operations

Set performance expectations and establish best practices across reporting support and data management

Ensure high quality timely delivery of both customer facing and internal reporting

Foster a culture of accountability continuous improvement and customer focus

What Were Looking For 8 years of experience in analytics data governance or TMS support within transportation 3PL or supply chain environments

Strong experience working with shipment level data TMS platforms Infios Mercury Gate and customer facing reporting

Advanced experience with Power BI or similar BI platforms including development of data models and dashboards that deliver consistent trusted KPIs and actionable insights

Strong working knowledge of SQL and experience working with…