COG Program Manager

Job Title

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.

Strong knowledge of DHL's Network Operations and workings.

Excellent influencing, communication, and negotiation abilities.

Strong business acumen and commercial understanding.

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.