APAC Air Freight Customer Operations Leader

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 260,000 - 380,000; Full time

Job summary

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD. seeks a senior leader to head APAC Customer Operations & Control Tower, driving strategy, governance, and capability development across Asia Pacific.

You will oversee regional performance, VOC, and escalation management to protect revenue, improve retention, and elevate service quality. You will spearhead cross-functional initiatives with Operations, Sales, Product, and Country Management to deliver scalable and consistent customer experiences and

Qualifications

• Bachelor's degree or equivalent.
• 8+ years of experience in Air Freight Forwarding or related logistics sector.
• Experience in multinational environments and large corporate settings.
• Proven leadership with track record of delivering business results.
• Proven ability to lead, coach, and develop teams across geographies.
• Strong customer network and relationship-management skills.
• Excellent stakeholder management with influence across functions and regions.

Responsibilities

• Lead APAC Customer Operations & Control Tower strategy, governance and capability development across the region.
• Own regional customer performance governance for strategic and multinational customers; establish health frameworks and reviews.
• Oversee major customer escalations; chair regional escalation reviews and ensure timely recovery.
• Drive regional operational excellence by turning issues into improvement programs with cross-functional teams.
• Own VOC governance and translate feedback into operational and product improvements.
• Lead incident and risk governance during major disruptions; coordinate regional recovery actions.
• Develop executive dashboards and analytics to improve customer experience and operational performance.

Skills

Leadership

Stakeholder management

Customer experience

Change management

Data-driven decision making

Education

Bachelor's degree or equivalent

Job description

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD. seeks a senior leader to head APAC Customer Operations & Control Tower, driving strategy, governance, and capability development across Asia Pacific.

You will oversee regional performance, VOC, and escalation management to protect revenue, improve retention, and elevate service quality. You will spearhead cross-functional initiatives with Operations, Sales, Product, and Country Management to deliver scalable and consistent customer experiences and