Global Customer Program Manager

DHL Global Forwarding; Detroit (MI); Hybrid; USD 93,000 - 124,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical Insurance

Vision Insurance

Dental Insurance

Paid Time Off

Job summary

DHL Global Forwarding is seeking a Global Customer Program Manager to lead and optimize customer-focused logistics operations, driving global initiatives across regions and functions. The role acts as the primary bridge between customers, operations, and sales, establishing global standards and driving continuous improvement.

The position is flexible/hybrid with a US-based candidate within commuting distance of a DGF location.

Qualifications

• 5–10 years in freight forwarding/logistics.
• End-to-end forwarding operations knowledge.
• Proven customer management and stakeholder engagement.
• Escalation management under pressure.
• Strong analytical and problem-solving skills.
• Proficiency in CargoWise or similar systems.
• Excellent communication and presentation skills.

Responsibilities

• Act as the primary operational contact for assigned customers ensuring KPI/SLA delivery.
• Monitor customer performance and proactively resolve issues.
• Lead regular customer reviews with Sales and KAM teams.
• Ensure clear shipment status communication and service improvements.
• Oversee end-to-end air freight shipments (import/export).
• Collaborate with internal teams to ensure seamless execution.
• Drive cost control and productivity improvements.
• Provide global program governance and performance.
• Support new business onboarding and transitions.

Skills

Freight forwarding/logistics

End-to-end forwarding operations

Customer management

Stakeholder engagement

Escalation management

Analytical/problem solving

CargoWise proficiency

Communication skills

Tools

CargoWise or similar

Job description

Job Title: Global Customer Program Manager

Job Location: Flexible/Hybrid – candidate must be based within reasonable commuting distance of a DGF location (US)

The Global Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations and driving global customer initiatives across regions, countries, and functions. This role ensures consistent global execution, high service quality, operational efficiency, and strong customer satisfaction across air freight services. The position acts as the primary bridge between the customer, operations, commercial teams, and regional stakeholders, establishing global standards, aligning priorities, and leading worldwide implementation, execution excellence, and continuous improvement.

Key Responsibilities

• Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs
• Monitor customer performance, satisfaction levels, and proactively resolve service issues
• Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
• Ensure consistent communication on shipment status, escalations, and service improvements
• Oversee end-to-end air freight shipment execution (import/export)
• Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
• Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
• Drive operational efficiency, cost control, and productivity improvements
• Manage customer-specific SOPs, ensuring alignment across all stakeholders
• Identify operational gaps and implement continuous improvement initiatives
• Support implementation of new business, transitions, or customer onboarding
• Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)
• Support revenue and profitability targets through cost control and operational efficiency
• Monitor shipment profitability, accessorial charges, and billing accuracy
• Collaborate with Finance/AR teams to resolve disputes and improve cash collection
• Work closely with Sales, Key Account Management, and Product teams to support growth
• Act as the voice of the customer internally, ensuring alignment across functions
• Own global program governance and operational performance for assigned customers, aligning regional and country organizations around common priorities, SOPs, KPIs, SLAs, escalation processes, and improvement initiatives to ensure consistent execution across the global network.
• Provide functional leadership to regional and country Customer Operations teams supporting assigned global accounts, establishing common priorities, performance expectations, and ways of working.
• Set clear performance objectives aligned to KPIs and customer expectations
• Promote a customer-centric, high-performance culture

Skills & Requirements

• 5–10 years of freight forwarding/logistics experience (AFR preferred)
• Strong knowledge of end-to-end forwarding operations and customer processes
• Proven customer management and stakeholder engagement skills
• Ability to manage escalations and drive resolution under pressure
• Strong analytical and problem-solving capabilities
• Proficiency in logistics systems (e.g., CargoWise or similar)
• Excellent communication and presentation skills

Pay Range

$93,142.50 - $124,190.00+ (Based on Experience)

Benefits (All Non-Union Employees)

• Compensation: Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.

Why Join DHL Global Forwarding?

At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long‑term success.

Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.

Equal Opportunity Employer

DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Work Authorization

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.