Vice President, Digital & BPO Business Engagement

Toll Global Forwarding (Beijing) Limited Shenzhen Branch; California; Remote; USD 152,000 - 220,000; Full time

Benefits offered by this job

Health benefits

Paid vacation

Sick time

Floating holidays

Life insurance

Personal accident insurance

Job summary

Toll Group is seeking a VP, Digital & BPO Business Engagement to act as a trusted advisor between business, customers, Digital, IT and BPO teams. The role translates business needs into practical digital solutions that improve customer experience, efficiency and cost sustainability, while leading regional operational excellence initiatives.

This senior leadership role focuses on change management, stakeholder engagement, and deployment of scalable digital strategies across the US region.

Qualifications

• Bachelor's degree in IT, Business, Logistics or a related discipline.
• Experience in digital transformation, business engagement, process improvement, operational excellence, BPO or IT-enabled change roles.
• Freight forwarding or logistics industry experience is strongly preferred, with a sound understanding of operations, customs, trade lanes and customer service requirements.
• Experience leading cross-functional projects and change initiatives from requirements through implementation and benefits realization.
• Stakeholder relationship management, influencing, negotiation and communication skills.
• Experience engaging customers and supporting major commercial opportunities and solution design.
• Lean, Six Sigma, PMP or PRINCE2 certification are advantageous.

Responsibilities

• Act as the strategic link between business, customers, Digital, IT, and BPO teams, translating business needs into digital, automation, and process improvement solutions that deliver customer value and operational efficiency.
• Build and maintain strong relationships with customers, country leaders, operational teams, Sales, and technology stakeholders to ensure alignment and successful outcomes.
• Identify, prioritize, and drive digital transformation, automation, business process optimization, and operational excellence initiatives across the region.
• Lead BPO programs, including process standardization, workflow redesign, automation, productivity improvements, and the transition of activities and roles to GBS.
• Partner with Sales and business teams to develop scalable digital solutions that support customer growth, retention, and RFQ opportunities.
• Champion technology adoption, user experience, change management, and continuous improvement to maximize business benefits and return on investment.
• Provide business leadership for CW1 capability, including process support, reporting enhancements, user readiness, testing, training, and adoption activities.
• Drive operational and financial KPI performance through strong stakeholder engagement, governance, and performance management.
• Lead the successful delivery of transformation, system enhancement, and integration initiatives, ensuring benefits realization while minimizing business disruption.
• Represent regional business requirements in technology strategy, investment planning, and roadmap discussions, influencing future digital capabilities.
• Ensure compliance with governance, risk, security, and regulatory requirements while maintaining robust documentation, controls, and audit readiness.
• Monitor industry trends, emerging technologies, and evolving business needs to identify opportunities that enhance customer experience, efficiency, and competitive advantage.

Skills

Stakeholder management

Change management

Relationship building

Negotiation

Communication skills

Education

Bachelor's degree in IT, Business, Logistics or related

PMP or PRINCE2 certification (advantageous)

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post - www.tollgroup.com

Location: US (Flexible)

The VP, Digital & BPO Business Engagement acts as a trusted advisor between the business, customers, Digital, IT and Business Process Optimization teams. The role translates business needs into practical digital, automation and process-improvement solutions that improve customer experience, operational efficiency, compliance, productivity and cost sustainability. It leads regional operational excellence, engagement, technology adoption, CW1 business enablement and continuous improvement, while supporting the successful delivery and benefits realization of digital and BPO initiatives including transformation of roles and tasks to GBS.

Key responsibilities

• Act as the strategic link between business, customers, Digital, IT, and BPO teams, translating business needs into digital, automation, and process improvement solutions that deliver customer value and operational efficiency.
• Build and maintain strong relationships with customers, country leaders, operational teams, Sales, and technology stakeholders to ensure alignment and successful outcomes.
• Identify, prioritize, and drive digital transformation, automation, business process optimization, and operational excellence initiatives across the region.
• Lead BPO programs, including process standardization, workflow redesign, automation, productivity improvements, and the transition of activities and roles to GBS.
• Partner with Sales and business teams to develop scalable digital solutions that support customer growth, retention, and RFQ opportunities.
• Champion technology adoption, user experience, change management, and continuous improvement to maximize business benefits and return on investment.
• Provide business leadership for CW1 capability, including process support, reporting enhancements, user readiness, testing, training, and adoption activities.
• Drive operational and financial KPI performance through strong stakeholder engagement, governance, and performance management.
• Lead the successful delivery of transformation, system enhancement, and integration initiatives, ensuring benefits realization while minimizing business disruption.
• Represent regional business requirements in technology strategy, investment planning, and roadmap discussions, influencing future digital capabilities.
• Ensure compliance with governance, risk, security, and regulatory requirements while maintaining robust documentation, controls, and audit readiness.
• Monitor industry trends, emerging technologies, and evolving business needs to identify opportunities that enhance customer experience, efficiency, and competitive advantage.

Previous Work Experience & Qualifications

• Bachelor's degree in IT, Business, Logistics, Supply Chain or a related discipline.
• Experience in digital transformation, business engagement, process improvement, operational excellence, BPO or IT-enabled change roles.
• Freight forwarding or logistics industry experience is strongly preferred, with a sound understanding of operations, customs, trade lanes and customer service requirements.
• Experience leading cross-functional projects and change initiatives from requirements through implementation and benefits realization.
• Stakeholder relationship management, influencing, negotiation and communication skills.
• Experience engaging customers and supporting major commercial opportunities and solution design.
• Confident facilitator and presenter, with experience delivering training and coaching.
• Lean, Six Sigma, PMP or PRINCE2 certification are advantageous.

Pay Transparency

In compliance with applicable state and local laws, the salary range for this position varies based on the work location. Please review the ranges below:

Expected pay range: $152,000 - $220,000

These ranges represent the minimum and maximum salary the employer reasonably expects to pay for this position, based on the location where the work will be performed. Final compensation will be determined based on geographic location, experience, qualifications, and other job-related factors."Remote Work Considerations : If the position allows remote work, the salary range applicable to the employee's home location will apply.

• Internal Transfers/Promotions : For current employees seeking internal transfers or promotions, the salary range for the new position will be provided in accordance with applicable laws.
• Benefits and Other Compensation : Toll offers all full-time employees paid vacation, sick time, floating holiday time, health benefits, life insurance & personal accident i