Vice President, Digital & BPO Business Engagement

Toll Global Forwarding (Malaysia) Sdn. Bhd.; Los Angeles (CA); Hybrid; USD 152,000 - 220,000; Full time

Benefits offered by this job

Paid vacation

Sick time

Floating holidays

Health benefits

Life insurance

Personal accident insurance

401k with company match

Job summary

Toll Group, a global logistics and supply chain leader, is seeking a VP of Digital & BPO Business Engagement to translate business needs into digital and process-improvement solutions that boost customer experience and operational efficiency. The role leads regional excellence, technology adoption, and continuous improvement while aligning with CW1 capabilities and governance.

The position requires strategic oversight, strong stakeholder management, and the ability to influence technology

Qualifications

• Bachelor’s degree in IT, Business, Logistics or a related discipline.
• Experience in digital transformation, business engagement, process improvement, and BPO.
• Logistics experience preferred with knowledge of operations, trade lanes and customer service.
• Experience leading cross-functional projects and change initiatives from requirements through implementation and benefits realization.
• Strong stakeholder relationship management and communication skills.
• Experience engaging customers and supporting major commercial opportunities.
• Lean, Six Sigma, PMP or PRINCE2 certification are advantageous.

Responsibilities

• Act as the strategic link between business, customers, Digital, IT, and BPO teams to deliver value and efficiency.
• Build and maintain relationships with customers, country leaders, operational teams, Sales and technology stakeholders.
• Identify and drive digital transformation, automation and process optimization across the region.
• Lead BPO programs including standardization, workflow redesign, automation and transition of activities to GBS.
• Partner with Sales to develop digital solutions supporting growth and RFQ opportunities.
• Champion technology adoption, change management and continuous improvement.
• Provide business leadership for CW1 capability, including reporting improvements and training.
• Drive KPI performance through stakeholder engagement and governance.
• Lead delivery of transformation and system enhancements with minimal disruption.
• Represent regional requirements in technology strategy and roadmap discussions.
• Ensure governance, risk, security and audit readiness.
• Monitor industry trends to identify opportunities for better customer experience and efficiency.

Skills

Stakeholder management

Cross-functional leadership

Change management

Process improvement

Digital transformation

Education

Bachelor's degree in IT, Business, Logistics, Supply Chain or related field

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 insurance, and 401k with company match.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

To find out more about us visit www.careers.tollgroup.com

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in United States of America and be prepared to undertake pre-employment checks including a criminal history check and medical.