Service Quality Program Manager (P4) - Doral, FL

DHL; Florida; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive Pay

Bonus/Incentive Programs

401K with company match

Medical, Dental, Vision plans

Tuition Reimbursement

Generous Paid Time Off

Paid Leave

Employee Discount Program

Employee Assistance & Work Life

Training opportunities

Job summary

DHL Express is seeking a Service Quality Program Manager in Florida to drive continuous improvement across the DHL network. You will analyze transit performance, lead cross-functional initiatives, and present findings to Senior Leadership, ensuring reliable reporting and proactive actions.

The role requires strong analytics, English fluency, and willingness to travel, with collaboration across regional and global teams to raise service quality.

Qualifications

• BS/BA and 5+ years’ experience in related field.
• Advanced knowledge of MS Office; report automation preferred.
• Strong analytical, problem solving and communication skills.
• Fluent in English; able to travel as needed.
• Experience with DHL operations or logistics advantageous.

Responsibilities

• Guide process improvements to boost service quality across the DHL network.
• Collaborate with the Service Quality community to standardize reports and drive improvements.
• Analyze Global Transit lanes for import/export performance.
• Lead cross-functional initiatives to improve KPIs with frontline staff.
• Perform data analysis to identify opportunities and recommend actions.
• Maintain relationships with internal customers through timely communications and follow-up.
• Oversee reporting structures for operational systems; ensure accuracy and value.
• Develop relationships with regional/global colleagues to improve service quality.
• Conduct weekly KPI reviews and address lowest performing gateways.
• Provide training, audits, and present findings for corrective actions.
• Learn and use DHL applications.
• Forecast performance and propose future improvements.

Skills

Process improvement

Analytical thinking

Stakeholder influence

Cross-functional leadership

Presentation skills

Communication

Travel willingness

Problem solving

Education

BS/BA in related field

Tools

MS Office

Report automation

Job description

What makes DHL great?

Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

We currently have an opportunity available for aService Quality Program Manager. TheService Quality Program ManagerImplements business process improvements to increase service. As aService Quality Program Manager,you will be communicating and presenting to Senior Leadership, problem solving techniques, leading process improvement initiatives, identifying opportunities, and troubleshooting solutions.

Key Responsibilities:

• Provide guidance on proper processes & procedures to drive continuous improvement within the DHL network
• Work collaboratively with the central Service Quality community to standardize reports and create competitions to improve performance
• Analyze Global Transit lanes by reviewing transit time performance Import & Export
• Lead cross functional initiatives to drive key performance indicators with front line staff including agents, supervisors, managers, directors, & senior directors
• Perform data analysis to identify opportunities & raise key actions to close the quality loop
• Develop and maintain trusted relationships with your internal customers by having timely communications, feedback, and excellent follow-up
• Oversee the reporting structures for operational systems- ensure reporting is accurate, professional, and shows value
• Develop/Maintain relationships with our regional and global colleagues to drive service quality
• Performs weekly KPI Review & follows up with lowest performing gateways
• Provides Training and Support, Conduct Audits and Present Findings to Management for Correction
• Ability to learn and use DHL applications
• Collects, organizes, monitors, and evaluates service performance
• Performs data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions

Skills & Qualifications:

• BS/BA and 5+ years’ experience in related field
• Advanced knowledge of MS Office
• Report Automation and script development preferred
• Strong knowledge of Network Operations and workings of DHL
• Highly developed analytical, problem solving and high-level reasoning skills
• Strong influencing & communication skills
• Customer-orientated
• Achievement drive and initiative
• Excellent business / commercial acumen
• Quality orientation (accurate, timely)
• Conceptual thinking
• Presentation skills
• Effective planning,organization and decision-making competencies
• Fluent in spoken and written English
• Good level of cross-cultural competency and interpersonal understanding
• Willingness and ability to travel
• Regional or Global experience in Operations would be an advantage
• Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experience

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer.We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.