Global Life Sciences Customer Support Ops Program Lead

Joinimagine; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

DHL Express Singapore is inviting applicants for a Customer Support Operations Program Manager role specializing in Life Sciences and Healthcare. You will manage cross-functional projects to deliver standardized, cost-efficient solutions and exceed KPI targets, focusing on continuous process improvement and timely, within-budget delivery across pre/post-sales support and solutions implementations.

Ideal candidates have 3–5 years in sales support, operations, or customer service, with Lean/Six

Qualifications

• 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).

Responsibilities

• Deliver information/solutions per business requirements and cost models.
• Initiate monthly & annual portfolio performance review meetings with Group Manager.
• Support meetings with Customers to review performance metrics (KPIs).
• Initiate and drive service improvement and/or cost reduction initiatives to meet performance targets.
• Perform continuous improvement initiatives with GEMBA & PD reviews to identify root causes and actionable & sustainable solutions.
• Lead in defining operational requirements, needs and improvement opportunities.
• Work with CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues and provide ops perspective.
• Manage integrated solution at top productivity and cost efficiency while meeting targets.
• Initiate and manage development and implementation of customer-specific enhancements that improve service performance and profitability.
• Communicate and promote contract, SLA and operating procedures to stakeholders.
• Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.

Skills

Lean Six Sigma

process mapping

analytical skills

English communication

Prince2

PMP

First Choice

Data systems

Job description

DHL Express Singapore is inviting applicants for a Customer Support Operations Program Manager role specializing in Life Sciences and Healthcare. You will manage cross-functional projects to deliver standardized, cost-efficient solutions and exceed KPI targets, focusing on continuous process improvement and timely, within-budget delivery across pre/post-sales support and solutions implementations.

Ideal candidates have 3–5 years in sales support, operations, or customer service, with Lean/Six