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Redwood Logistics · 1 month ago

Director of Support, Innovate

United States

Full-time

Remote

Director/Executive

$125K/yr - $140K/yr

10+ years exp

Redwood Logistics is a leader in supply chain technology and logistics execution across North America and Mexico. The Director of Support will manage customer support groups for Oracle Products and other services, ensuring customer satisfaction and efficient operations.

Information TechnologySoftwareTransportation

Responsibilities

Lead the Innovate Support group of approximately 20 team members, including two direct reports

Work with Oracle Products, Infios, and RedwoodConnect support customers to continue to build long-lasting relationships

Manage support escalations 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

Identify and Implement process efficiencies across support groups to create cohesive support processes across different product lines

Perform business process and functional audits to improve the use of Oracle Products, Infios and RedwoodConnect to meet the customer’s needs

Manage support group financials

Assist in Quarterly Customer Business Reviews

Provide organizational leadership and executive communication to internal and external stakeholders

Qualification

Customer Support LeadershipOracle Products ExperienceSaaS Industry ExperienceTransportation Management SystemsSupport Ticketing SystemsProcess ImprovementCommunication SkillsTeam Leadership