Customer Program Manager - Hebron, KY

VetJobs; Hebron Estates (KY); On-site; USD 80,000 - 106,000; Full time

Job summary

DHL Global Forwarding seeks a Head of AFR Customer Operations – North America to drive end‑to‑end service excellence and customer satisfaction across assigned strategic customers. This on‑site leadership role coordinates DHL functions to deliver performance excellence and proactive issue resolution.

Position can be located at ATL, CVG or PHX stations with a strong focus on continuous improvement, stakeholder engagement, and cost‑to‑serve optimization. English fluency required.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field.
• 3–7 years in logistics, operations, or customer management.
• 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.
• Fluent in English communication (verbal & written).

Responsibilities

• Review and ensure achievement of customer specific 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 and changes.
• Track cost-to-serve and profitability improvements.
• Improve billing accuracy and reduce disputes.

Skills

Stakeholder engagement

KPI analysis

Communication skills

Problem solving

Cross-functional collaboration

Education

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

Tools

Outlook

Excel

Word

PowerPoint

PowerBI

Job description

Job Description

Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Role Summary

DHL Global Forwarding (DGF) is a global leader in air, ocean, and customs brokerage services, connecting businesses to markets worldwide. With a strong focus on digitalization, customer‑centric solutions, and compliance excellence, we are transforming how global trade flows. We are seeking a Head of AFR Customer Operations – North America (NORAM) to drive end‑to‑end service excellence, customer satisfaction, and operational performance across assigned strategic customers. This role can be located in either our ATL, CVG or PHX Stations.

The Customer Program Manager acts as the single point of coordination for customer programs, ensuring all DHL functions deliver against defined performance standards. The role supports DHL’s strategy to strengthen customer loyalty through consistent execution, continuous improvement, and proactive issue management.

• Review and ensure achievement of customer specific 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
• 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

Pay Range: $79,777.50 - $106,370.00+ (Based on Experience)

Auto req ID 482023BR

Minimum Education Required High School/GED

Additional Qualifications/Responsibilities

• 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), and the logistics Industry.
• Strong analytical and problem solving capabilities.
• Fluent in English communication (verbal & written).

City Hebron

State Kentucky

Job_Category Management

Job Code Operations_ Specialist

Affiliate Sponsor DHL

Salary Range $75,000-$100,000