Head of Air Freight Customer Operations, Asia Pacific

DHL Global Forwarding; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DHL Global Forwarding in Singapore seeks an experienced leader to drive Air Freight Customer Operations strategy and policy execution. You will align regional programs with global standards while respecting country realities, guiding multi-country activation, and ensuring consistent service delivery.

The role requires strong leadership, extensive air freight experience, and proven ability to manage relationships with senior stakeholders across functions and geographies.

Qualifications

• Bachelor’s degree or equivalent.
• 8+ years of experience in the Air Freight Forwarding industry.
• Experience in a multinational environment within a large corporate organization.
• Proven leadership with a successful track record of delivering business results.
• Proven track record in people management, including leadership, motivation, coaching, and people development.
• Strong customer network and relationship management skills.
• Strong stakeholder management with the ability to influence and collaborate with senior leaders across functions and geographies.

Responsibilities

• Integrate Customer Operations / Control Tower across countries for regional consistency and global standards.
• Calibrate country activation, capability maturity, and priorities into a regional view.
• Support country leaders with guidance while preserving local ownership.
• Identify cross-country gaps and translate into regional actions or global escalations where needed.
• Prevent local reinterpretation of domain boundaries and activation rules.
• Protect the defined Customer Operations / Control Tower scope and service model.
• Use approved systems and dashboards to support decisions and minimize local variants.
• Move from processing to coordination to orchestration by improving data quality and risk visibility.

Skills

Leadership

People management

Stakeholder management

Relationship management

Influencing senior leaders

Education

Bachelor’s degree or equivalent

Job description

Job Purpose

Provide input to and lead the implementation of Air Freight Customer Operations strategy, plans and policies to deliver effective and efficient operational outcomes in line with business needs and objectives, relevant strategies and standards, Group guidelines and policies, and applicable legal, regulatory and compliance requirements.

Key Responsibilities

• Integrate Customer Operations / Control Tower across countries so regional execution is comparable, scalable, and aligned with global standards while respecting country realities.;
• Calibrate country activation, capability maturity, customer/product/sector priorities, and issue patterns into one regional view.;
• Support country leaders with guidance, escalation, and capability-building without taking over country execution ownership.;
• Identify cross-country gaps or recurring misalignment and convert them into regional actions or global escalations where standards or enablement are required.;
• Prevent local reinterpretation of domain boundaries, customer promise logic, and structural activation rules.;
• Protect the defined Customer Operations / Control Tower scope: customer program management, control tower service model, customer-facing visibility and communication, proactive exception coordination, SQI execution cadence and adoption, digital customer interaction including myDHLi adoption.;
• Use approved systems, dashboards, and source-of-truth reporting to support decisions and avoid local variants.;
• Contribute to the move from processing to coordination to orchestration by improving data quality, handoff clarity, and proactive risk visibility.

Qualifications & Key Requirements

• Bachelor’s degree or equivalent.
• More than 8 years of experience in the Air Freight Forwarding industry.
• Experience working in a multinational environment and a large corporate organization.
• Proven leadership experience with a successful track record of delivering business results
• Proven track record in people management, including leadership, motivation, coaching, and people development.
• Strong customer network and relationship management skills.
• Strong stakeholder management skills with the ability to influence and collaborate with senior leaders across functions and geographies.