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Redwood Logistics
Monterrey
Senior Manager, Managed Services
Reports To: Director, Client Logistics
Location: Monterrey, Nueva Leon
Environment: Onsite
Work Schedule:
This position is full-time and onsite Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.
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?a Senior Manager of Managed Services,?you will be responsible for leading a team of Client Logistics and Freight Pay and Audit Managers or Leads with varying levels of experience. The Managed Services leaders and their teams provide daily operational functions and customer service for Redwood�s customers. In this role you will need strong leadership and problem-solving skills and will be responsible for managing a team of employees engaged in critical activities for our business: including customer service, order entry, load planning, scheduling appointments, and receiving and responding to customer requests (both email and phone).
The ideal candidate will work well in a dynamic and fast-paced environment while maintaining the ability to multitask and prioritize responsibilities.
Additionally, the ideal candidate must have a strong desire to help and a proven track record of leading people. Lastly, the ideal candidate must have ability to set vision and strategic plan for the Managed Services leaders throughout the department.
How You Make a Difference Everyday:
Primary Job Responsibilities:
- Supervise and manage a team of 4+ direct reports within the operations department.
- Oversee day-to-day operations for key customers, ensuring adherence to contracts and specifications.
- Monitor performance, proactively identify challenges, and resolve issues to maintain customer satisfaction.
- Ensure team members are trained and conduct regular performance reviews to drive growth and improvement.
- Develop and enforce standard operating procedures, best practices, and performance expectations.
- Manage financial metrics, ensuring data integrity and accuracy for financial reporting.
- Lead team meetings, providing business updates and fostering team collaboration.
- Facilitate team building and employee development activities to enhance morale and retention.
- Address escalated customer issues, conduct business reviews, and maintain strong customer relationships.
- Availability outside of normal business hours may be required to address urgent issues and ensure timely communication with customers, as needed. Flexibility and responsiveness to business needs outside of standard operating hours are essential
- Collaborate with cross-functional teams to improve operational efficiencies and customer service.
- Monitor and analyze KPIs for key customers and drive continuous performance improvement.
- Cultivate and manage relationships with vendors and stakeholders, working closely with internal resources to optimize the customer experience.
- Cultivate a culture of accountability, motivation, and skill development within the team.
- Lead and support team growth, foster collaboration, and set an example during challenging situations.
- Participate in sales calls, offering operational expertise to support prospective customers.
- Contribute to strategic planning, identifying opportunities for productivity, quality, and employee engagement improvements.
- Collaborate with senior leadership on cross-functional initiatives to solve business challenges and improve morale.
- Provide after-hours support when necessary, including nights, weekends, and on-call responses.
- Participate in annual budgeting and forecasting processes; identify cost-saving and efficiency opportunities.
- Recommend customer growth opportunities and continuous improvement strategies to senior leadership.
Skills Needed:
- Strong understanding of operational processes and best practices
- Unwavering integrity and a strong commitment to upholding compliance standards and ethical behavior, consistently aligning with organizational values
- Ability to analyze workflows and identify areas for improvement
- Excellent problem-solving and decision-making skills.
- Strong ability to make informed decisions under pressure in a fast-paced environment
- Effective communication skills, with the ability to simplify complex concepts for diverse stakeholders
- Proven leadership and team management capabilities
- Experience overseeing large teams and managing day-to-day operations
- Ability to foster a positive and productive work environment
- Strong collaboration skills to work across cross-functional teams
- Expertise in career development and employee growth initiatives
- Conflict resolution and escalation management skills
- High attention to detail and strong organizational skills
- Experience with Transportation Management Systems (TMS)
- Strong data accuracy and financial integrity in reporting
- Ability to prioritize tasks and manage multiple responsibilities simultaneously
- Ability to coach, mentor, and guide direct reports
- Ability to manage and drive continuous improvement initiatives
- Proficiency in performance metrics and reporting tools
- Adaptability and a proactive approach to operational challenges
You�ve Got This?
- Bilingual in English and Spanish, with proficient verbal and written communication skills in both languages.
- Minimum 10+ years of experience in an operational role within the transportation/logistics industry, including at least 5 years in a leadership position managing direct reports.
- At least 6 years of experience with MercuryGate or other Transportation Management Systems (TMS).
- Bachelor's degree (BS/BA) required; MBA preferred.
- Willingness to travel up to 20% for customer meetings and training in both Mexico and the United States.
- Strong ethical standards and high integrity.
- Proven ability to apply critical thinking and problem-solving skills to complex operational challenges.
- Expertise in developing and maintaining KPI reporting to track performance and drive improvement.
- Comprehensive knowledge of transportation modes (small parcel, LTL, TL, partial, flatbed, intermodal) and industry market trends.
- Expertise in core operational functions such as load building, tracking, issue resolution, and reporting.
- Strong background in building and maintaining carrier and customer relationships to drive business success.
- In-depth understanding of Redwood's departments, business units, and Managed Services' responsibilities.
- Demonstrated history of outstanding customer service and effective communication skills.
- Strong leadership skills, with a history of leading by example and driving team success.
- Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint
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
- Life Insurance policy for you starting 30 days after employment
- Personal Health Insurance coverage for you � Major Medical
- 30 days �Aguinaldo� Christmas bonus or prorated percentage your first year
- Vacation time starting at 12 days. Additional days will increase per Mexican Law
- Premium Vacation 50% vacation days (Prima vacacional)
- You will also receive benefits like Saving Plan (Fondo de Ahorro) and Grocery Card (Vales De Despensa) 6% or the Maximum amount by Mexican Law
- You will be provided a Cell Phone Allowance of $800 pesos per month minus applicable taxes
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.
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