• COG Program Manager

    DHL Express, Inc. (Erlanger, KY)


    **What makes DHL great?** Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

     

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

     

    DHL 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 have an immediate career opportunity for a Central Manager of Customer Operations Group (COG). In this role you will be responsible for supporting requests from COG Teams around the world along with utilizing First Choice or similar methods to develop customer and operational solutions. This is an excellent opportunity for someone who is detail-oriented, enjoys problem solving and skilled at analyzing data to establish root cause.

    Key responsibilities

    + Coordinate customer solutions and retention to achieve FOCUS goals.

    + Develop systematic approaches for high-quality services.

    + Research and recommend improvements for productivity, efficiency, and cost savings.

    + Resolve customer requirements and issues by identifying root causes and collaborating with stakeholders.

    + Engage stakeholders in resolving issues impacting customer service quality

    + Provide guidance and training to business process improvement professionals.

    + Oversee project completion and progress monitoring

    + Utilize digitalization tools to support data analysis and research for identifying opportunities and making informed recommendations.

    Qualification and Skills

    + Strong knowledge of DHL's Network Operations and workings.

    + Highly developed analytical, problem-solving, and reasoning skills.

    + Excellent influencing, communication, and negotiation abilities.

    + Customer-oriented mindset with a focus on achieving results.

    + Strong business acumen and commercial understanding.

    + Effective planning, organization, and decision-making competencies.

    + Fluent in spoken and written English with cross-cultural competency.

    + Minimum of 5 years of relevant management experience in network operations, customer service, or commercial roles.

     

    _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 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._