Analytics & Tech Support Manager

Redwood Logistics•Chicago, IL

4d•Hybrid

About The Position

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.

Requirements

8+ years of experience in analytics, data governance, or TMS support within transportation, 3PL, or supply chain environments.
Strong experience working with shipment-level data, TMS platforms (Infios /Mercury Gate), and customer-facing reporting.
Advanced experience with Power BI or similar BI platforms, including development of data models and dashboards that deliver consistent, trusted KPIs and actionable insights.
Strong working knowledge of SQL and experience working with cloud data platforms such as Snowflake.
Experience managing TMS support, system integrations, and issue resolution processes.
Ability to translate business needs into clear data and reporting requirements and ensure accurate execution.
Strong problem-solving skills across data, systems, and operations.
Experience leading teams and driving accountability in a fast-paced, customer-focused environment.

Responsibilities

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 performance.
Deliver actionable insights and supporting materials for QBRs, executive reporting, and strategic discussions.
Provide market-based benchmarking and external insights to contextualize transportation cost and service performance against industry trends.
Develop exception-based reporting and alerting to identify service risks, cost variances, and operational disruptions, enabling operations teams to take timely action.
Ensure reporting and analytics outputs are effectively used by enterprise customer and internal teams to support operational decision-making.
Establish and maintain standardized data definitions and KPI logic across TMS, financial systems, and reporting layers.
Define 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 implementation.
Ensure accuracy and completeness of shipment, cost, and carrier data through monitoring, issue identification, and root-cause resolution across systems and processes.
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 processes.
Own end-to-end TMS and reporting support and issue management through Zendesk, including prioritization, triage, troubleshooting, resolution (e.g., failed transactions such as ASNs), reprocessing, and escalation to Solution Design to drive root-cause correction.
Troubleshoot and resolve issues impacting shipments, billing, and reporting, including failed transactions (e.g., ASNs), with responsibility for reprocessing and coordinating root-cause correction with Solution Design.
Communicate during system incidents and reporting disruptions, providing clear updates, timelines, and business impact to customers and stakeholders.
Support user onboarding, training, and credential management.
Improve efficiency across reporting, analytics, and TMS support workflows within the scope of this role.
Maintain a clear roadmap and backlog, balancing urgent support needs with longer-term analytics and reporting initiatives.
Lead and develop a team of analysts supporting customer reporting, analytics, and TMS operations.
Set performance expectations and establish best practices across reporting, support, and data management.
Ensure high-quality, timely delivery of both customer-facing and internal reporting.
Foster a culture of accountability, continuous improvement, and customer focus.

Benefits

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