Customer Support Operations Program Manager
Customer Support Operations Program Manager
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Job Description
Requirements:
- Experience in logistics operations customer services and/or sales with knowledge of express network operations (desirable)
- Basic knowledge in principles of supply chain management (desirable)
- Basic knowledge in Problem solving skills (8D/CAPA) (desirable)
- Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications (desirable)
- Knowledge in continuous improvement tools & process mapping skills (highly desirable)
- Experience with systems and databases for performance measurement purposes (highly desirable)
- Critical thinking and Analytical skills
- Good communication skills in English (written & verbal) (Other languages desirable)
Reporting to the Customer Operations Group Senior Manager the incumbent will manage operational related projects/programs by providing standardized sustainable repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance.
The programs/projects are related to new business acquisition/RFP/RFQ responses solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time within budget and to specified quality criteria.
- Deliver information and/or solution that is based on business requirements & cost models to customer specification
- Initiate monthly & annual portfolio performance review meetings with Group Manager
- Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs)
- Where necessary initiate and drive service improvement and/or cost reduction initiatives to meet performance targets
- Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA & PD reviews to identify root causes and actionable & sustainable solutions
- Lead in defining the operational requirements needs and improvement opportunities
- Work with the other functions eg. CS Network Operations Commercial HUB IS Finance Marketing to resolve issues & provide an operations perspective on the solution required.
- To manage integrated solution in such a way that:
- All service performance targets are achieved/exceeded
- All customer satisfaction targets as set with the customer are met
- The solution is provided at the highest level of productivity and at the lowest acceptable cost.
- Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
- Communicate and promote the contract Service Level Agreements (SLAs) and (enhanced) operating procedures to all stakeholders within both DHL and the customers organisation.
- Vendor management oversight for COG/CSS activities related to manpower supply trucking temperature-controlled packaging and non-standard supplies for customer-specific programs.
Required Experience:
Manager
Employment Type
Full-Time
