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US Inbound Program Manager

US Inbound Program Manager

DHLNew York, NY, US
Hace 4 días
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

US Inbound Program Manager

At DHL, our people are our greatest asset! Everyone's contribution drives us to be the world's #1 logistics company. Certified as a Great Place to Work and as a Top Employer, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

JOB SUMMARY :

The US Inbound Program Manager leads and supports the success of the US Inbound Channel by combining customer relationship management functions with broader program and project management responsibilities. This role ensures seamless customer experiences, drives process improvements, and provides strategic and operational support across the area. Acting as a bridge between sales, operations, and product teams, the Program Manager leads initiatives that enhance retention, growth, and operational excellence while supporting key programs that enable the business to scale.

ESSENTIAL DUTIES & RESPONSIBILITIES :

Financial Management :

  • Support customer retention by ensuring high service levels and operational excellence.
  • Identify and drive cost-saving opportunities related to service performance
  • Monitor financial trends impacting service costs and provide recommendations to optimize customer support functions.
  • Target will be based on contribution margin achieved

Program & Project Leadership :

  • Lead and support strategic programs across sales, operations, and product teams to align with US Inbound business objectives.
  • Drive implementation of process improvements and service enhancements to improve efficiency and profitability.
  • Track program milestones, analyze risks, and prepare progress updates for leadership.
  • Develop documentation, workflows, and playbooks to enable consistency and scalability.

    • Performance & Reporting :

  • Monitor financial and operational performance, including revenue, contribution margin, and service KPIs.
  • Collaborate with analyst to create dashboards and reports to support decision-making and continuous improvement initiatives.
  • Provide insights for account growth, operational optimization.

    • Scope of Responsibility :

  • Manage inbound customer support for international shipments, including collaboration with DHL business units.
  • Address and resolve service issues while ensuring alignment with operational goals.

    • Team Collaboration :

  • Work closely with operations, IT, and customer service teams to enhance service quality.
  • Provide feedback to sales managers and account managers on recurring service issues and customer pain points.
  • Continuously develop customer service skills, issue resolution tactics, and process improvement strategies, handle customer escalations.
  • Manage special projects as needed.

    • EDUCATION AND / OR EXPERIENCE :

  • Bachelor's degree or equivalent experience.
  • 5 to 6 years of program management experience
  • Customer Service or Account Management experience is a plus.
  • Desired experience and / or certification in Lean / Six Sigma (First Choice) practices.

    • REQUIREMENTS / SKILLS :

  • Possesses DHL Leadership attributes : Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being Positive about Challenges, Uncertainty and Change.
  • Excellent stakeholder management skills at all levels of organization including executive management.
  • Creative thinker with strong customer orientation.
  • Effective decision-making and change-management skills.
  • Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns / complaints.
  • Highly polished communication encompassing speaking, writing, presenting, and negotiating.
  • Ability to juggle multiple priorities and drive results in a fast-paced, dynamic environment, with a strong bias for action.
  • Strong analytical and quantitative skills, utilizing hard data and metrics to support assumptions and decision-making.
  • Solid knowledge of shipment processing and invoicing to drive continuous improvement.
  • Established competency in creating and leading customer project plans.
  • Strong project management and organization skills.
  • Strong aptitude of Microsoft Office (Excel, Word, PowerPoint, Outlook), SAP, Salesforce.com, DHL eCommerce Solutions Customer Web Portal.
  • Extensive knowledge of DHL eCommerce products.
  • Disciplined to work remotely.

    • PHYSICAL DEMANDS :

  • Physical demands are consistent with a professional office setting.
  • Regular sitting at workstation for 25 75% of the work shift.
  • Travel required (up to 25%).

    • Annual Salary of $84,675 - $146,800. This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

    Equal Opportunity Employer Veterans / Disability

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