Customer Programs Lead – Logistics & KPI Management

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

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.