Manager Customer Implementation

International Executive Service Corps; United States; Remote; USD 86,000 - 127,000; Full time

Benefits offered by this job

401k with company match

Medical, Dental, Vision

Paid Time Off

Tuition Reimbursement

Employee Discount Program

Life Insurance

Short/Long-term Disability

Job summary

DHL eCommerce is seeking a Manager of Customer Implementation to lead a team of Implementation Specialists, delivering exceptional onboarding experiences for customers in a fast-paced environment.

The role requires strong leadership, a customer-driven mindset, and the ability to drive results through others while aligning with governance and organizational priorities.

Qualifications

• Bachelor's degree or equivalent experience is required.
• 5+ years in customer implementation, onboarding, project management or related roles.
• 2+ years of leadership experience managing customer-facing teams in a matrixed environment.
• Experience in logistics, transportation, e-commerce, or supply chain is strongly preferred.
• Experience with Salesforce, SAP, and DHL eCommerce systems is preferred.

Responsibilities

• Lead, coach, and develop a team of Implementation Specialists with clear performance expectations.
• Oversee successful customer onboarding and implementation projects following established methodologies and governance.
• Manage team capacity, resources, risks, and customer readiness to meet objectives.
• Drive continuous improvement of onboarding processes and use data to improve quality and efficiency.
• Ensure compliance with policies, data governance, and best practices in implementation.
• Build partnerships with stakeholders to drive onboarding outcomes and organizational priorities.
• Establish and report on KPIs, onboarding metrics, capacity, and customer outcomes.
• Support strategic initiatives and organizational change to contribute to growth and excellence.

Skills

Leadership

Stakeholder management

Customer focus

Project management

Data analysis

Communication

Organization

Mentoring

Education

Bachelor's degree or equivalent

Tools

Salesforce

SAP

DHL eCommerce systems

Job description

At DHL, our people are our greatest asset! Everyone's contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

This is a remote position based in the United States.

JOB SUMMARY:

The Manager of Customer Implementation leads a team of Implementation Specialists responsible for delivering a best-in-class customer onboarding experience. This role provides leadership, operational oversight, and strategic direction to ensure successful implementation outcomes, process consistency, and operational excellence. The Manager drives team performance, talent development, customer satisfaction, continuous improvement initiatives, and cross-functional collaboration to support business objectives, mitigate risks, and deliver scalable onboarding solutions. Success in this role requires strong leadership, a customer-focused mindset, and the ability to drive results through others.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Lead, coach, and develop a team of Implementation Specialists by establishing performance expectations, driving accountability, supporting talent development, and fostering a culture of collaboration, continuous improvement, and customer focus.
• Oversee the successful execution of customer onboarding and implementation projects, ensuring adherence to established methodologies, service standards, and governance practices while serving as the primary escalation point for complex customer and operational issues.
• Manage team capacity, resource allocation, project risks, and customer readiness to ensure implementation objectives are achieved and customer expectations are met.
• Drive operational excellence through the development, standardization, and continuous improvement of onboarding processes, leveraging performance data to enhance quality, efficiency, scalability, and the overall customer experience.
• Ensure compliance with company policies, audit requirements, data governance standards, and implementation best practices.
• Build and maintain strong partnerships with stakeholders to drive successful onboarding outcomes, facilitate issue resolution, and advance organizational priorities.
• Establish, monitor, and report on key performance indicators, onboarding performance, resource capacity, customer outcomes, and operational trends, providing actionable insights and recommendations to leadership.
• Support departmental planning, organizational change initiatives, and strategic projects that contribute to business growth and operational excellence.

KEY SUCCESS METRICS:

• Measurable improvements in productivity and onboarding times.
• Improvement in NPS and first contact resolution.
• Increased adoption of digital tools and automated processes.
• Reduction in customer escalations and repeat contacts.
• Faster resolution times and improved accuracy.
• Positive employee engagement and development outcomes.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree or equivalent experience.
• 5+ years in customer implementation, onboarding, project management or related roles.
• 2+ years of leadership experience managing customer-facing teams in a matrixed environment.
• Experience in logistics, transportation, e-commerce, or supply chain strongly preferred.
• Experience with Salesforce, SAP, and DHL eCommerce systems preferred.

REQUIREMENTS/SKILLS:

• Demonstrate DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities, Being
• Positive about Challenges, Uncertainty and Change, Having the Will to Win, and Acting as an Entrepreneur in Our Network.
• Strong leadership and people management skills with a focus on accountability and development.
• Customer-centric mindset with a passion for improving the customer experience.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and stakeholder management skills.
• Highly organized with strong project management capabilities.
• Ability to operate effectively in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills with the ability to translate data into action.
• Process-oriented mindset with strong analytical and problem-solving ability.
• Ability to influence across functions and levels of the organization.
• Proficiency in Microsoft Office Suite, Salesforce, project management tools, and reporting platforms.
• A passion for technology and a willingness to continuously learn and adapt in a fast-paced, dynamic environment.

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting.
• Regular sitting at workstation for 25-75% of the work shift.
• Travel may be required (up to 25%).

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

Annual Salary listed below.

$85,950-$112,600=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV
$94,575-$117,795=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI
$98,775-$122,115=DE, IL, MD, RI, WA
$103,125-$127,000=CA, MA, NJ, NY

This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

To be considered for this role, applicants must be legally authorized to work in the United States and not require employer sponsored work authorization now or in the future.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal Opportunity Employer - Veterans/Disability