Remote-Ready Customer Programs Manager

DHL Global Forwarding; Hebron Estates (KY); À distance; USD 80 000 - 106 000; Plein temps

Avantages offerts par ce poste

Competitive base salary with incentive

401(k) matching

Stock Purchase Plan

Medical, Vision, Dental

Paid time off

Résumé du poste

DHL Global Forwarding is seeking a Customer Program Manager to coordinate end-to-end customer programs and ensure performance against SLAs across NORAM. You will collaborate with Operations, Solutions Design, and Commercial teams to drive continuous improvement and proactive issue resolution.

The role focuses on expanding customer loyalty through consistent execution, effective BI, and strong stakeholder engagement within a dynamic logistics environment.

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.

Responsabilités

• 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 processes.
• 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.

Connaissances

Strong communication & presentation

Stakeholder engagement

Analytical & KPI analysis

Cross-functional collaboration

Problem solving

Formation

Bachelor's degree in Business or related field

Outils

PowerBI

Outlook

Excel

Word

PowerPoint

Description du poste

DHL Global Forwarding is seeking a Customer Program Manager to coordinate end-to-end customer programs and ensure performance against SLAs across NORAM. You will collaborate with Operations, Solutions Design, and Commercial teams to drive continuous improvement and proactive issue resolution.

The role focuses on expanding customer loyalty through consistent execution, effective BI, and strong stakeholder engagement within a dynamic logistics environment.