Global Customer Support Programs Lead

DHL Express; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Career development

Learning & development programs

Inclusive workplace culture

Competitive benefits

Job summary

DHL Express Singapore is seeking a Customer Support Operations Program Manager to lead cross-functional projects that improve service levels and reduce costs. You will drive standardized, sustainable solutions for specific customers or industries, ensuring on-time delivery within budget and quality guidelines.

Ideal candidates have 3–5 years in sales support, operations or customer service, with Lean/Six Sigma or Prince2/PMP qualifications and strong English communication.

Qualifications

• Lean Sigma/Six Sigma/Prince2/PMP qualifications preferred.
• Experience with process mapping and performance measurement.
• Strong analytical and problem-solving capabilities.
• Excellent written and spoken English communication.
• Experience with customer-focused operations and project management.

Responsibilities

• Deliver information and/or solutions based on business requirements and cost models for customer specifications.
• Initiate regular portfolio performance reviews with the Group Manager.
• Coordinate customer review meetings to discuss delivered KPIs.
• Lead cost-reduction and service-improvement initiatives to meet targets.
• Conduct GEMBA and PD reviews to identify root causes and sustainable solutions.
• Define operational requirements and improvement opportunities with stakeholders.
• Collaborate with CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues.
• Oversee integrated solutions to maximize productivity and cost efficiency while meeting service targets.
• Lead development and implementation of customer-specific enhancements to improve service and profitability.
• Communicate SLA expectations and operating procedures across DHL and customer teams.
• Provide vendor management oversight for manpower, transport, and packaging for customer programs.

Skills

Lean Sigma

Six Sigma

Prince2

PMP

First Choice

Process Mapping

Performance Measurement

Analytical Skills

English Communication

Job description

DHL Express Singapore is seeking a Customer Support Operations Program Manager to lead cross-functional projects that improve service levels and reduce costs. You will drive standardized, sustainable solutions for specific customers or industries, ensuring on-time delivery within budget and quality guidelines.

Ideal candidates have 3–5 years in sales support, operations or customer service, with Lean/Six Sigma or Prince2/PMP qualifications and strong English communication.