EMEA Operations Lead: Time-Critical Logistics & Service

DHL Global Forwarding; Warszawa; On-site; PLN 300,000 - 540,000; Full time

Job summary

DHL Global Forwarding in Warsaw, Poland is seeking an experienced Operations Team Manager to oversee end-to-end customer service and regional performance across the EMEA region. You will lead regional operations and customer service teams, drive KPIs, and foster continuous improvement across the network.

The role requires coaching and developing Supervisors, partnering with Commercial, Product and Finance, and serving as the final escalation point for service issues.

Qualifications

• Minimum 5 years of experience in a customer service or operations leadership role (team lead, supervisor, or manager).
• Experience leading multi-layer teams within operations or customer service environments.
• Freight Forwarding, Logistics, or Supply Chain Management experience mandatory.
• Experience in time-critical, expedited, or white-glove logistics is a strong advantage.
• Experience working in a matrix organization.

Responsibilities

• Regional Operations & Customer Service Leadership across EMEA.
• Own overall customer service and operational performance for Europe, Middle East & Africa (EMEA).
• Lead, coach, and develop Operations / Customer Service Supervisors.
• Ensure consistent execution of global and regional policies, standards and strategies.
• Act as final escalation point for all operational and customer service issues within the region.
• Resource Allocation, Schedule Management & Capacity planning.
• Own schedule management, capacity planning, and workload balancing across teams.
• Assign customers to operational teams ensuring coverage for high‑complexity accounts.
• Proactively address staffing gaps, productivity risks, and peak volume challenges.
• Operational Key Account Management & Hypercare for top customers, in collaboration with commercial teams.
• Build trust-based relationships with key customers through proactive communication and service ownership.
• Drive hypercare in partnership with Commercial management.

Skills

Leadership experience

Matrix organization

Logistics knowledge

Education

University degree in Business/Supply Chain

Job description

DHL Global Forwarding in Warsaw, Poland is seeking an experienced Operations Team Manager to oversee end-to-end customer service and regional performance across the EMEA region. You will lead regional operations and customer service teams, drive KPIs, and foster continuous improvement across the network.

The role requires coaching and developing Supervisors, partnering with Commercial, Product and Finance, and serving as the final escalation point for service issues.