Shipping & Receiving, Business Solutions Manager

DHL; Cyberjaya; On-site; Confidential; Full time

Job summary

DHL Express Global Head Office seeks a senior Business Solutions Manager to lead customer-facing digital products in the Shipping & Receiving portfolio. You will drive product vision, strategy, and execution across global shipping solutions, aligning customer experience with DHL objectives.

As a trusted advisor, you will oversee large-scale programmes, collaborate with stakeholders, and leverage AI and digital platforms to shape DHL's digital ecosystem.

Qualifications

• Bachelor’s or Master’s degree in a relevant field and 12+ years IT/Digital experience.
• Certifications: PMP, PRINCE2 Agile, CSPO/PSPO, SAFe, ITIL.
• Proven track record leading global, customer-facing digital product programs.

Responsibilities

• Define and execute product vision, strategy, and roadmap for global Shipping solutions.
• Lead AI-enabled features and digital innovation across the customer journey.
• Manage large-scale global programmes with cross-functional teams and vendors.

Skills

Product management

Digital transformation

AI-enabled product development

Agile delivery

Education

Bachelor’s or Master’s degree (CS, IS, Eng, Business Admin, related)

PMP

PRINCE2 Agile

CSPO/PSPO

SAFe Certification

ITIL Foundation/Practitioner

Job description

DHL Express - a company that connects people!

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No.1 World’s Best Workplace by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work.

Role Purpose:

DHL Express Global Head Office is seeking an experienced and forward-thinking Business Solutions Manager to lead the strategy, delivery, and continuous evolution of customer-facing digital products within the Digital Customer Solutions (DCS) – Shipping & Receiving portfolio.

This role is responsible for driving product vision, innovation, and execution across global shipping solutions while ensuring exceptional customer experience, business value, operational excellence, and alignment with DHL's strategic objectives.

The successful candidate will act as a trusted advisor to business stakeholders, lead complex global programs, and leverage emerging technologies including Artificial Intelligence (AI), Personalization, and Digital Experience Platforms to shape the future of DHL's digital ecosystem.

The role may also expand to support broader Digital Customer Solutions portfolios and strategic initiatives across DHL Express.

Candidate may be based in Malaysia or Singapore.

How will you contribute to the success of DHL?

Product Strategy & Portfolio Leadership

• Define and execute product vision, strategy, and roadmap for global Shipping solutions.
• Partner with business stakeholders to understand customer needs, market opportunities, pain points, and strategic priorities.
• Drive digital transformation initiatives that enhance customer experience, operational efficiency, and business growth.
• Establish product success metrics, KPIs, and value realization frameworks.
• Lead product lifecycle management from ideation through delivery, adoption, optimization, and retirement.
• Ensure alignment between business objectives, customer expectations, and technical capabilities.

AI & Digital Innovation

• Drive adoption of AI-enabled capabilities across the customer journey to improve engagement, conversion, productivity, and service experience.
• Identify opportunities to leverage data and AI for personalized customer experiences and operational improvements.

Program & Delivery Leadership

• Lead large-scale global programmes and initiatives across multiple teams, vendors, and business functions.
• Accountable for successful rollout of new Guest shipping experience and Shipping Module
• Accountable for the sunset of legacy systems where applicable
• Establish effective governance structures and executive stakeholder engagement models.
• Manage programme risks, dependencies, issues, and mitigation plans.
• Drive Agile delivery practices across cross-functional teams.
• Ensure benefits realization and continuous improvement post-implementation.

Customer Experience & Digital Solutions

• Champion customer-centric design principles and best-in-class digital experiences.
• Collaborate with UX/UI, business, technology, and analytics teams to deliver seamless customer journeys.
• Promote data-driven decision-making through customer insight, behavior analysis, and performance metrics.

Technology & Architecture Leadership

• Provide strategic oversight to ensure solutions comply with DHL enterprise architecture, security, privacy, scalability, and performance standards.
• Support technology evaluations, architecture reviews, and solution design discussions.
• Ensure solution designs support reliability, resilience and observability.

Stakeholder & Vendor Management

• Build strong relationships with global, regional, and country stakeholders.
• Work directly with business lead, suppliers, and technology partners.
• Manage external and internal delivery teams to achieve programme goals.
• Influence decision-making at senior leadership and executive levels.

Operational Excellence

• Ensure effective management of production services with minimal business disruption.
• Drive continuous service improvement and optimization initiatives.
• Oversee issue resolution, root-cause analysis, and corrective actions.

Do you have what it takes?

• Bachelor’s or master’s degree in computer science, Information Systems, Engineering, Business Administration, or related discipline.
• Minimum 12 years of progressive experience in IT, Digital Products, Product Management, or Digital Transformation.
• Minimum 8 years leading global customer-facing digital products and platforms.
• Professional certifications in at least:
  - PMP, PRINCE2Agile Certification
  - Scrum Product Owner (CSPO/PSPO)
  - SAFe Certification
  - ITIL Foundation or Practitioner
• Proven track record managing complex, enterprise-scale programmes and product portfolios.
• Experience defining and executing product roadmaps within Agile environments.
• Strong background in Shipping, Logistics, Customer Experience, or Digital Commerce domains.
• Demonstrated experience in AI-enabled product development and digital innovation initiatives.
• Experience managing globally distributed teams, suppliers, and strategic technology partners.
• Experience presenting to and influencing senior executives and business leaders.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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