Customer Support Operations Program Manager (Life Sciences & Healthcare)

DHL EXPRESS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Career development

Learning and development programs

Inclusive workplace culture

Benefits and wellness initiatives

Job summary

DHL Express Singapore is hiring a Customer Support Operations Program Manager to lead cross-functional projects that enhance service performance and profitability. You will manage frameworks for new business, RFP/RFQ responses, and post-sale support to ensure timely, within-budget delivery with quality metrics.

You will collaborate with CS, Network Ops, Commercial, HUB, IS, Finance and Marketing to align requirements and drive continuous improvements while maintaining high customer satisfaction.

Qualifications

• 3-5 years of experience in sales support, operations or customer service.
• Knowledge of continuous improvement tools and process mapping.
• Strong English communication, written and verbal.
• Experience with systems and databases for performance measurement purposes.

Responsibilities

• Deliver information or solutions based on business requirements and cost models.
• Initiate monthly and annual portfolio performance review meetings.
• Support customers with review of delivered KPIs and performance metrics.
• Drive service improvements or cost-reduction initiatives to meet targets.
• Lead GEMBA, PD reviews to identify root causes and sustainable solutions.
• Coordinate with CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues.

Skills

Communication

Analytical thinking

Problem solving

Education

Lean Sigma / Six Sigma / Prince2 / PMP certifications

Tools

Performance measurement systems

Job description

Join the Most International Company in the World – DHL Express Singapore

Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities athttps://careers.dhl.com/global/en

DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

Role Opportunity: Customer Support Operations Program Manager

Manage operational related projects/programs by providing standardized, sustainable, repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance with the aim of meeting the pre-defined KPI requirement and thus exceeding customer satisfaction. Focus on continuous process innovation, improvement and enhancements of assigned projects/programs. The programs/projects are related to new business acquisition/RFP/RFQ responses, solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time, within budget and to specified quality criteria.

Your Tasks

• Deliver information and/or solution that is based on business requirements & cost models, to customer specification.
• Initiate monthly & annual portfolio performance review meetings with Group Manager
• Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs).
• Where necessary, initiate and drive service improvement and/or cost reduction initiatives to meet performance targets.
• Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA &PD reviews to identify root causes and actionable & sustainable solutions
• Lead in defining the operational requirements, needs and improvement opportunities
• Work with the other functions eg. CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues & provide an operations perspective on the solution required.
• To manage and provide an integrated solution at the highest level of productivity and cost efficiency whilst ensuring that all service performance and customer satisfaction targets are achieved/exceeded.
• Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
• Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers’ organisation.
• Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.

What You Bring

• 3 - 5 years relevant experience in a sales support, operations or customer service environment
• Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications preferred
• Knowledge in continuous improvement tools & process mapping skills advantageous
• Experience with systems and databases for performance measurement purposes
• Critical thinking, problem solving and analytical skills
• Good communication skills in English (written & verbal)

What We Offer

• Career development with a global market leader internationally.
• Comprehensive learning and development programs.
• Inclusive workplace culture.
• Competitive benefits and wellness initiatives.

DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.