Job Description

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.Distinguished as No. 1 World’s Best Workplace by Great Place to Work and Fortune MagazineDHL Express 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 currently have an opportunity available for a Service Quality Program Manager. The Service Quality Program Manager Implements business process improvements to increase service. As a Service Quality Program Manager, you will be communicating and presenting to Senior Leadership, problem solving techniques, leading process improvement initiatives, identifying opportunities, and troubleshooting solutions. Key Responsibilities:Provide guidance on proper processes & procedures to drive continuous improvement within the DHL networkWork collaboratively with the central Service Quality community to standardize reports and create competitions to improve performanceAnalyze Global Transit lanes by reviewing transit time performance Import & ExportLead cross functional initiatives to drive key performance indicators with front line staff including agents, supervisors, managers, directors, & senior directorsPerform data analysis to identify opportunities & raise key actions to close the quality loopDevelop and maintain trusted relationships with your internal customers by having timely communications, feedback, and excellent follow-upOversee the reporting structures for operational systems- ensure reporting is accurate, professional, and shows valueDevelop/Maintain relationships with our regional and global colleagues to drive service qualityPerforms weekly KPI Review & follows up with lowest performing gatewaysProvides Training and Support, Conduct Audits and Present Findings to Management for CorrectionAbility to learn and use DHL applicationsCollects, organizes, monitors, and evaluates service performancePerforms data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions Skills & Qualifications:BS/BA and 5+ years’ experience in related fieldAdvanced knowledge of MS OfficeReport Automation and script development preferredStrong knowledge of Network Operations and workings of DHLHighly developed analytical, problem solving and high-level reasoning skillsStrong influencing & communication skillsCustomer-orientatedAchievement drive and initiativeExcellent business / commercial acumenQuality orientation (accurate, timely)Conceptual thinkingPresentation skillsEffective planning, organization and decision-making competenciesFluent in spoken and written EnglishGood level of cross-cultural competency and interpersonal understandingWillingness and ability to travelRegional or Global experience in Operations would be an advantageRelevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experienceEmployee Benefits & IncentivesDHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:Competitive PayBonus/Incentive ProgramsRetirement Savings – 401K with company matchMedical, Dental, Vision, well-being programsTuition ReimbursementGenerous Paid Time OffPaid LeaveEmployee Discount ProgramEmployee Assistance & Work Life ProgramOutstanding training opportunitiesDHL 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: We will ensure that individuals with disabilities are provided with 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.Job SummaryJob number: AV-384880

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