Customer Support Operations Program Manager

Reporting to the Customer Operations Group Senior Manager, you'll lead operational projects and programs. Your focus will be tackling challenges, and crafting standardized, sustainable solutions that elevate customer experiences and drive profit for DHL. As a Customer Operations Program Manager, you'll be the architect of operational excellence, ensuring seamless project execution and exceeding customer expectations.

Responsibilities:

• Manage a portfolio of projects and programs related to new business acquisition, RFP/RFQ responses, solution implementation, and post-sales support. Ensure all workstreams are completed on time and meet specified quality criteria.
• Achieve or exceed all service performance targets.
• Meet customer satisfaction targets established with the client.
• Deliver the solution at the highest level of productivity
• Analyze business requirements, communicate and promote Service Level Agreements (SLAs), and any enhanced operating procedures to all stakeholders within DHL and the customer's organization.
• Support customer meetings (monthly/quarterly/annual) or conference calls to review delivered performance metrics (KPIs).
• Lead and implement continuous improvement initiatives to identify root causes and develop actionable, sustainable solutions for improvements to performance, cost, productivity and service.
• Collaborate cross-functionally with different teams (Customer Service, Network Operations, Commercial, HUB, IS, Finance) to resolve issues and provide an operational perspective on solutions.
  
  

Desired Qualifications:

• Educational: Degree in Supply Chain Management/Technical/Engineering (preferable)
• Experience: Logistics operations, customer service, or sales.
• Supply Chain Management: A good understanding of the principles governing supply chain management. (Additional Consideration: Knowledge of express network operations is a valuable asset.)
• Continuous Improvement: Demonstrated experience utilizing continuous improvement tools and process mapping skills.
• Critical Thinking and Analysis: A well-developed capacity for critical thinking and strong analytical skills.
• Data Analysis: Experience in leveraging systems and databases for performance measurement purposes.
• Problem-Solving Methodology: Familiarity with established problem-solving frameworks, such as 8D or CAPA.
• Project Management: Prior experience with a project management methodology (e.g., Lean Sigma, Six Sigma, Prince2, PMP) is highly regarded.
• Highly Desirable: Working knowledge of GxP, TRS961, and CEIV regulations.