Customer Program Manager

Summary

DHL Global Forwarding is a global provider of air, ocean, and customs brokerage services. The Customer Program Manager coordinates customer programs, ensures performance against service standards, manages issues and corrective actions, leads continuous improvement, and supports customer satisfaction, profitability, and operational performance.

Responsibilities

• 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
• 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

Skills

• Bachelor's degree in Business, Supply Chain, Logistics, or related field
• 3–7 years in logistics, operations, or customer management
• 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
• Proficient with Outlook Email, Excel, Word and PowerPoint; PowerBI is a plus
• Strong understanding of freight forwarding (Air Freight preferred), and the logistics Industry
• Strong analytical and problem solving capabilities
• Fluent in English communication (verbal & written)
• Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role
• Experience with program management preferred
• First Choice certification preferred (or willingness to obtain)

Qualifications

Must Haves

• Bachelor's degree in Business, Supply Chain, Logistics, or related field
• 3–7 years in logistics, operations, or customer management
• 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
• Proficient with Outlook Email, Excel, Word and PowerPoint; PowerBI is a plus
• Strong understanding of freight forwarding (Air Freight preferred), and the logistics Industry
• Strong analytical and problem solving capabilities
• Fluent in English communication (verbal & written)
• Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role

Nice to Haves

• Experience with program management preferred
• First Choice certification preferred (or willingness to obtain)

Benefits

• Role-dependent performance-based incentives.
• 401(k) match: $1-for-$1 match up to 4% quarterly, plus a 2% annual base contribution.
• Ability to purchase Deutsche Post AG shares at a discounted rate.
• Comprehensive medical plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Optional vision coverage for exams, frames, and contacts.
• Optional dental coverage for preventive, basic, and major services.
• 7 major holidays, 8 floating holidays, and accrued vacation and sick days.
• Training, guidance, and career advancement opportunities.