Onboarding Manager

Reports To: Solutions Director

Location: Remote or Chicago, IL

Redwood Logistics is a privately held, strategically integrated logistics provider founded in 2001. Through our 20+ year history we’ve listened to our customers’ needs and have created a family of companies that can solve their logistics and transportation challenges. See for yourself why The Chicago Tribune has named Redwood Logistics a Top Workplace for several years running!

Redwood Supply Chain Solutions, a subsidiary of Redwood Logistics, levels the playing field for our customers through logistics and supply chain solutions that will give them a competitive advantage in their market. We are a group of motivated, talented people who operate under proven processes utilizing sophisticated technologies to help our customers succeed. Redwood Supply Chain Solutions is a Oracle Supply Chain Applications consulting organization and the leading Oracle Partner since 2001.

Position Description:

The Onboarding Manager is a customer facing role responsible for driving successful and rapid onboarding of customers across multiple Redwood products, particularly Redwood’s proprietary integration platform, RedwoodConnect. This position is tasked with setting a high standard for delivering on customer expectations through effective management of development and implementation resources. The successful onboarding manager will work cross-functionally across various departments to ensure both customer and Redwood onboarding goals are met.

Responsibilities:

• Work with Customer Success to analyze and determine project priorities and risks and requirements for specific tasks
• Set internal customer expectations and maintain regular status updates to internal and external stakeholders.
• Communicate onboarding issue status to management and realistically represent the urgency of issues to be resolved.
• Act as a liaison between external and internal stakeholders for customer onboardings
• Drive effective communication and collaboration and commitment across teams, considering competing priorities to execute customer onboardings
• Support onboarding plan development and program schedules to balance timeline and quality standards based on resource availability and cross-functional team requirements
• Communicate tasks and requirements within teams, regularly document activity and results, and communicate key issues and progress to management
• Support onboarding problem resolution by documenting, collaborating, tracking, and perform timely follow up to help ensure swift resolution
• Create repeatable processes, resources, and frameworks to use when onboarding customers
• Create and provide feedback to internal and external playbooks
• Provide input into development, improvement, and standardization of business processes, operational systems, and use of technology and practices that drive better customer service, management reporting, information flow, and organizational planning
• Foster a spirit of urgency and collaboration that fulfills Redwoods’ company values

Qualifications:

• Bachelor’s Degree in Logistics, Supply Chain Management, Operations Management, Transportation or Business Administration
• 5+ years of previous experience in Logistics, Operations, Warehousing, Transportation, or Distribution; experience with Customer Integration projects desired
• Demonstrated Project management skills and proven leadership ability required
• Experience with managing complex projects/programs, PMP certification preferred
• Experience with participation in business change initiatives preferred
• Strong written and oral communication skills, interpersonal, and analytical problem-solving skills
• Understanding of software development lifecycle
• Comfort using and learning new technology
• Ability to travel up to 25%