Air Freight Customer Success & Programs Lead

Deutsche Post; Chicago (IL); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Competitive base salary with role‑dep.

401(k) Match

Stock Purchase Plan

Medical coverage

Vision coverage

Dental coverage

Paid time off

Job summary

Deutsche Post DHL Group’s DHL Global Forwarding unit seeks an Air Freight Customer Program Manager – NORAM to lead end-to-end service excellence for strategic customers in North America. The role coordinates across DHL functions, drives performance against KPIs, and supports customer loyalty through proactive issue management, continuous improvement, and value-based service design.

Based in ATL or ORD, the candidate will conduct business reviews, manage bids with Sales and Solutions Design, and

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field.
• 3–7 years in logistics, operations, or customer management.
• Experience with program management preferred.
• First Choice certification preferred (or willingness to obtain).
• Customer orientation and strong stakeholder engagement.
• Results-driven and continuous improvement mindset.
• Cross-functional collaboration and influencing skills.
• Understanding of DHL operations and service delivery processes.
• Analytical skills for KPI and performance analysis.
• Strong communication and presentation capabilities.
• Proficient with Outlook Email, Excel, Word and PowerPoint; PowerBI is a plus.
• Strong understanding of freight forwarding (Air Freight preferred).

Responsibilities

• Review and ensure achievement of customer KPIs and service agreements.
• Lead issue management including escalation, root-cause analysis, and corrective actions.
• Provide proactive problem resolution and corrective actions to ensure excellence in service.
• Conduct Monthly, Quarterly, and Annual Business Reviews with customers.
• Manage Bid Value Proposition in collaboration with Solutions Design, Commercial, and Operations teams.
• Lead CI activities using DHL’s First Choice methodology.
• Coordinate implementation of business improvements.
• Drive Ship-to-Profile performance.
• Support share of wallet growth initiatives with Commercial teams.
• Monitor and optimize profitability and cost-to-serve.
• Improve billing accuracy, timeliness, and reduce disputes.
• Deliver customer-specific and internal improvement projects.
• Track measurable outcomes such as cost savings and SLA improvements.
• Coordinate CI resources to support customer requirements.

Skills

Customer management

Stakeholder engagement

Cross-functional collaboration

KPI analysis

Power BI

Excel

PowerPoint

Communication skills

English fluency

Problem solving

Education

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

Tools

Outlook

Excel

Word

PowerPoint

Job description

Deutsche Post DHL Group’s DHL Global Forwarding unit seeks an Air Freight Customer Program Manager – NORAM to lead end-to-end service excellence for strategic customers in North America. The role coordinates across DHL functions, drives performance against KPIs, and supports customer loyalty through proactive issue management, continuous improvement, and value-based service design.

Based in ATL or ORD, the candidate will conduct business reviews, manage bids with Sales and Solutions Design, and