Customer Operations Project Manager

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Join our team and discover how an international network that's focused on service, quality and sustainability can connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit (Use the "Apply for this Job" box below)./express

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The Customer Operations Project Manager is responsible for managing and delivering customer-focused logistics projects, ensuring operational excellence, and driving customer satisfaction. This role serves as the key link between customers and internal teams, translating requirements into actionable solutions while maintaining compliance and efficiency

• Lead and manage customer-focused logistics projects from initiation to completion.
• Ensure projects are delivered on time, within scope, and budget.
• Act as the primary liaison between customers and internal teams for operational projects.
• Analyze customer requirements and translate them into operational solutions.
• Identify gaps in current processes and implement efficiency improvements.
• Drive continuous improvement initiatives aligned with DHL standards.
• Ensure adherence to DHL operational standards, health & safety, and regulatory compliance.
• Monitor KPIs and report project performance to stakeholders.
• Coordinate with cross-functional teams (transportation, warehousing, IT, finance).
• Maintain strong relationships with customers to ensure satisfaction and retention.
• Support the Commercial Group in the acquisition of new business opportunities from new or existing businesses
• Oversee the successful implementation of these services within the DHL network by establishing, maintaining and monitoring service procedures and ensuring that the DHL network both understands and achieves pre-set performance targets.
• Ensure the timely distribution of service level reports to specific Customers and appropriate country management.
• Develop and maintain the operational protocols and procedures for core supportive services.
• To ensure that proactive customer support is provided in a professional, timely and complete manner to Sales and that they are made aware of issues that may impact upon their customers.
• To participate in customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions, both with the customer and DHL.
• Participate in the development of business plans for strategic customers from an operations capability perspective.
• Implement customer solutions based on agreed service requirements.
• Support customers implant requests based on cost and revenue analysis
• Design solution with other BUs involvement under GT20 platform
• Utilize the resources and capabilities of all departments within the logistics department like Mailroom, Strategic Parts Center and Control Tower

• Customer Orientation:
  Demonstrates commitment to understanding and meeting customer needs.
• Result Orientation:
  Focuses on achieving objectives and delivering high-quality outcomes.
• Collaboration & Teamwork:
  Works effectively with cross-functional teams and builds strong relationships.
• Adaptability:
  Responds positively to change and manages ambiguity effectively.
• Communication:
  Clearly conveys information and ideas to stakeholders at all levels.

• Strategic Thinking:
  Aligns projects with organizational goals and long-term customer value.
• Influencing & Negotiation:
  Persuades stakeholders and gains buy-in for project initiatives.
• Decision Making:
  Make…