Senior Director of Service Delivery

Current job opportunities are posted here as they become available.

Reports To:

Vice President of Service Delivery

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 a Senior Director of Service Delivery
, working within Managed Services (one of our entities), you will be responsible for leading a team of Service Delivery leaders focused on delivering exceptional customer experience, operational excellence, and strategic value across Redwood's Managed Services customer portfolio.

This role is accountable for ensuring service delivery teams consistently execute against customer commitments while driving standardization, scalability, and continuous improvement throughout the organization. You will provide strategic leadership within execution teams and drive cross-functional collaboration. Working closely with Customers, Carrier Management and Client Solutions, you will ensure customer needs are translated into effective service strategies that deliver measurable business outcomes.

The ideal candidate thrives in a dynamic, fast-paced environment and possesses exceptional leadership, communication, and problem-solving skills. They have a proven ability to build high-performing teams, develop future leaders, and cultivate strong executive-level customer relationships. This individual is highly analytical, embraces data-driven decision making, and champions continuous improvement through operational excellence, technology adoption, and process innovation.

Above all, they will embody the vision, strategy, and culture for the Service Delivery department while ensuring Redwood remains a trusted, value-driven partner for its customers.

• Lead and develop a team of Service Delivery leaders responsible for delivering exceptional service across multiple customer accounts
• Own the overall delivery strategy for assigned customer portfolios, ensuring alignment with customer expectations and company objectives
• Establish and maintain executive-level customer relationships, serving as the primary escalation point for strategic service issues
• Participate in Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and ongoing governance meetings with key customer stakeholders
• Develop customer success strategies that improve retention, satisfaction, and long-term growth opportunities
• Partner with any and all necessary Redwood teams to ensure seamless delivery of services across the customer lifecycle
• Drive a culture of customer advocacy by proactively identifying risks, opportunities, and service enhancements before they impact the customer experience
• Own the integrity, accuracy, and governance of operational and customer data across systems, ensuring data quality standards are consistently maintained
• Develop processes and controls that improve data integrity, reporting accuracy, and overall visibility into customer performance
• Utilize data analytics and business intelligence tools to identify trends, measure service performance, and provide actionable insights to internal stakeholders and customers
• Establish meaningful service delivery KPIs, scorecards, and performance dashboards to measure operational performance and customer outcomes
• Lead continuous improvement initiatives by identifying process inefficiencies and implementing scalable solutions that improve quality, productivity, customer satisfaction, and profitability
• Coach, mentor, and develop leaders through regular one-on-one meetings, performance reviews, succession planning, and professional development initiatives
• Foster a culture of accountability, collaboration, innovation, and continuous learning throughout the organization
• Monitor team performance against departmental objectives and implement corrective actions when necessary
• Review customer profitability and operational performance,…