Director of Support, Innovate

Reports To: Vice President, Customer Success

Location: Remote

Environment: Remote

Status: Exempt; Salaried

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 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.

Purpose of Your Work:

As the Director of Support working within Innovate (one of our entities), you will be responsible for managing the Oracle Products (OTM, GTM, WMS, Redwood Parcel), MercuryGate and RedwoodConnect customer support groups and providing help on customer projects.

How You Make a Difference Everyday:

• Lead the Oracle Products, MercuryGate, and RedwoodConnect customer support groups
• Manage 3 direct reports and up to 20 indirect reports
• Work with Oracle Products, MercuryGate, and RedwoodConnect support customers to continue to build long-lasting relationships
• Assist in Quarterly Customer Business Reviews
• Interact with customers and handle customer complaints in a timely manner to meet customer Service Level Agreement expectations
• Review support group metrics to verify details, monitor work activities, or evaluate performance
• Perform solution design, including directing other team members and identification of mitigation strategies for support-related issues
• Perform business process and functional audits and provide suggestions to improve the use of Oracle Products, MercuryGate and RedwoodConnect to meet the customer’s needs
• Manage support group financials
• Serve as primary contact with other departments on process improvement and problem-solving efforts
• Provide organizational leadership and executive communication to broader Redwood Logistics stakeholders

You’ve Got This?

• Bachelor’s degree in Supply Chain, Engineering or Information Systems
• 5+ years of Transportation Management System experience
• 10+ years of Supply Chain experience
• Ability to work independently and to learn on the fly
• Willing to travel 10%
• Ability to manage direct reports
• Work independently to define scope and implement smaller solutions for customers
• Must have excellent writing and communication skills.

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice and more

Work Schedule:

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range:

$100,000-$130,000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.