Manager LSHC, Customer Operations APEC

DHL EXPRESS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Career development

Learning and development programs

Inclusive workplace culture

Wellness initiatives

Job summary

DHL Express Singapore is seeking a Manager LSHC (Life Sciences & Healthcare), Customer Operations APEC, to lead definition and delivery of operational solutions for strategic customers across APEC. You will drive programme management, governance, and cross-functional coordination with IT, Operations, Customs, and Commercial teams, ensuring high-quality service and continuous improvement.

This role focuses on delivering customer programmes, managing portfolios, and enabling governance standards

Qualifications

• Bachelor’s degree in a business/operations discipline.
• 5+ years in Operations or Customer Operations in a multinational environment.
• Proven experience delivering operational projects or customer programmes.
• Cross-functional collaboration across Operations, IT, Commercial, Customs, and Customer Service.
• Experience with service performance review, issue resolution, and continuous improvement.
• Understanding of operational processes, KPIs, and handover to BAU.
• Structured governance with risk management, status reporting, and escalation.
• PM/Lean/Six Sigma certifications are beneficial but not essential.
• Experience in Life Sciences & Healthcare (LSHC) is advantageous.

Responsibilities

• Lead defined Customer Operations Group projects and implementations.
• Own programme management for strategic customer portfolios.
• Represent Customer Operations in meetings, reviews, and discussions.
• Coordinate delivery across Operations, IT, Customs, Customer Service, CX and Commercial.
• Apply standards, track progress, and capture lessons learned.

Skills

Project management

Program management

Cross-functional collaboration

Governance

Stakeholder management

Education

Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related

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 at https://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.

As the Manager LSHC (Life Sciences & Healthcare), Customer Operations APEC, your role purpose is to:

• Deliver Operational Solutions & Customer Programmes
• Support Business Growth Through Execution Excellence
• Manage Strategic Customer Portfolios
• Enable Cross‑Functional Delivery
• Operate Within Strong Governance & Standards

YOUR TASKS

1. Project & Implementation Delivery

• Lead defined Customer Operations Group (COG) Tag Team projects and customer implementations to support new business and growth initiatives.
• Translate approved solution requirements into executable action plans and implementation activity.
• Manage timelines, risks, issues, and dependencies, escalating when required.

2. Strategic Customer Programme Management

• Own programme management for assigned strategic customer portfolios.
• Run regular operational governance routines including reviews, action tracking, and performance reporting.
• Identify opportunities for service improvement and operational optimisation.

3. Customer‑Facing Operational Leadership

• Represent Customer Operations in customer operational meetings, reviews, and solution discussions.
• Manage operational issues, service challenges, and improvement actions with professionalism and ownership.
• Support customer confidence through proactive communication and follow‑through.

4. Cross‑Functional Coordination

• Coordinate delivery activities across Operations, IT, Customs, Customer Service, CX, and Commercial teams.
• Ensure clarity of roles, handovers, and responsibilities across functions.
• Support smooth transition from implementation into business‑as‑usual operations.

5. Governance, Quality & Continuous Improvement

• Apply defined standards, SOPs, and governance frameworks consistently across projects and customers.
• Track and report delivery progress, risks, and outcomes.
• Capture lessons learned and contribute to playbooks, best practices, and capability improvement.

WHAT YOU BRING

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related discipline.
• At least 5 years of experience in Operations, Customer Operations, Program / Project Management, or service delivery roles within a complex, matrix or multinational environment.
• Proven experience delivering operational projects, customer implementations, or ongoing customer programmes against defined standards and governance frameworks.
• Demonstrated ability to work cross‑functionally across Operations, IT, Commercial, Customs, Customer Service, and enabling teams to deliver agreed outcomes.
• Experience managing day‑to‑day operational relationships with customers, including service performance review, issue resolution, and continuous improvement.
• Solid understanding of operational processes, service KPIs, and solution handover into business‑as‑usual operations.
• Strong organisational and coordination skills, with the ability to manage multiple priorities, dependencies, and stakeholders simultaneously.
• Experience operating within structured governance environments, including risk management, status reporting, and escalation.
• Professional certifications in Project Management, Lean, Six Sigma, Change Management, or similar disciplines are beneficial but not essential.
• Prior experience working in the Life Sciences & Healthcare (LSHC) industry or in a related field (knowledge of GDP etc) will be a strong advantage

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.