Global Customer Service Programs Lead

Explore more jobs; Muharraq; On-site; BHD 30,000 - 60,000; Full time

Benefits offered by this job

International career opportunities

Competitive compensation

Structured training programs

Job summary

DPDHL Express is seeking a Senior Manager Process and Programs to drive world-class Customer Service at every touchpoint in the MENA region. You will standardize processes, lead regional programs, and partner with stakeholders to deliver efficient, data-driven improvements.

You will manage cross-functional projects, drive digitalization, and support talent development while maintaining governance and performance metrics across multiple countries.

Qualifications

• University degree; MBA is a plus.
• Strong data analysis and visualization skills with Power BI.
• Excellent collaboration and teamwork abilities.
• Proficiency with Microsoft and AI tools.
• Knowledge of business process modelling and project management is a plus.
• English proficiency; Arabic is a plus.

Responsibilities

• Lead the design, standardization, and harmonization of CS processes across MENA.
• Develop and maintain global CS processes, standards, and reference guides.
• Identify best practices and drive improvement opportunities with stakeholders.
• Drive digitalization to eliminate manual processes and improve efficiency.
• Manage regional CS programs and projects end-to-end.
• Act as CS lead for cross-functional projects and governance.
• Translate feedback into actionable improvements and ensure KPI governance.
• Support talent development, engagement, and training programs.

Skills

Data analysis

Power BI

Teamwork

English proficiency

Arabic proficiency

Microsoft tools

AI tools

Education

University degree

MBA

Job description

DPDHL Express is seeking a Senior Manager Process and Programs to drive world-class Customer Service at every touchpoint in the MENA region. You will standardize processes, lead regional programs, and partner with stakeholders to deliver efficient, data-driven improvements.

You will manage cross-functional projects, drive digitalization, and support talent development while maintaining governance and performance metrics across multiple countries.