Analytics & Tech Support Manager

Analytics & Tech Support 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 performanceDeliver actionable insights and supporting materials for QBRs executive reporting and strategic discussionsProvide market based benchmarking and external insights to contextualize transportation cost and service performance against industry trendsDevelop exception based reporting and alerting to identify service risks cost variances and operational disruptions enabling operations teams to take timely actionEnsure reporting and analytics outputs are effectively used by enterprise customer and internal teams to support operational decision makingData Governance & Quality Establish and maintain standardized data definitions and KPI logic across TMS financial systems and reporting layersDefine 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 implementationEnsure accuracy and completeness of shipment cost and carrier data through monitoring issue identification and root cause resolution across systems and processesTMS 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 processesOwn 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 correctionTroubleshoot and resolve issues impacting shipments billing and reporting including failed transactions eg ASNs with responsibility for reprocessing and coordinating root cause correction with Solution DesignCommunicate during system incidents and reporting disruptions providing clear updates timelines and business impact to customers and stakeholdersSupport user onboarding training and credential managementReporting Delivery & Efficiency Improve efficiency across reporting analytics and TMS support workflows within the scope of this roleMaintain a clear roadmap and backlog balancing urgent support needs with longer term analytics and reporting initiativesTeam Leadership & Development Lead and develop a team of analysts supporting customer reporting analytics and TMS operationsSet performance expectations and establish best practices across reporting support and data managementEnsure high quality timely delivery of both customer facing and internal reportingFoster a culture of accountability continuous improvement and customer focusWhat Were Looking For 8 years of experience in analytics data governance or TMS support within transportation 3PL or supply chain environmentsStrong experience working with shipment level data TMS platforms Infios Mercury Gate and customer facing reportingAdvanced experience with Power BI or similar BI platforms including development of data models and dashboards that deliver consistent trusted KPIs and actionable insightsStrong working knowledge of SQL and experience working with cloud data platforms such as SnowflakeExperience managing TMS support system integrations and issue resolution processesAbility to translate business needs into clear data and reporting requirements and ensure accurate executionStrong problem solving skills across data systems and operationsExperience leading teams and driving accountability in a fast paced customer focused environment Youve Got This 8 years of experience in analytics data governance or TMS support within transportation 3PL or supply chain environmentsStrong experience working with shipment level data TMS platforms Infios Mercury Gate and customer facing reportingAdvanced experience with Power BI or similar BI platforms including development of data models and dashboards that deliver consistent trusted KPIs and actionable insightsStrong working knowledge of SQL and experience working with cloud data platforms such as SnowflakeExperience managing TMS support system integrations and issue resolution processesAbility to translate business needs into clear data and reporting requirements and ensure accurate executionStrong problem solving skills across data systems and operationsExperience leading teams and driving accountability in a fast paced customer focused environmentTools You Will Use Power BIInfios MercuryGate TMSMercuryGate Edge MercuryGate MojoMS Office Suite Word Excel and PowerpointZendeskWhat We Offer Access to experts and resources for your Learning & Development journeyOpportunity for internal mobilityEmployee referral bonus programEmployee Resource Groups ERGsAnnual fundraising and volunteer events to give back to communitiesPaid time off floating holidays time off to volunteer and rolloverPaid parental leaveMedical dental vision and 401k plans with matchFlexible spending account mass transit and dependent care plans availableHealth savings account with a annual company contribution for plan participantsShort term and long term disability; life insurance policies subsidized by companyAdditional benefits including pet insurance accident care access to legal advice and more Work Schedule This position is full time and hybrid Monday through Friday from 800 AM to 500 PM with an hour break but flexibility is available based on coverage Compensation Range Salary Range 85000 105000 This position is eligible to earn 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 andor 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 Companys 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 individuals 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