Analytics Manager

Environment:
Hybrid (3 days in office; 2 remote)

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 you’re 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.

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.

• 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.

• 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.

• 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 (e.g., 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 (e.g., 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.

• 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.
• Lead and develop a team of analysts supporting…