Customer Operations Program Manager

We have an exciting opportunity for a CUSTOMER OPERATIONS PROGRAM MANAGER to manage multiple levels of customer interaction and serve as a single point of contact to one of our largest strategic DGF customers with a complex supply chain. This position will be based at our Torrance, CA location.

Key Responsibilities:

• Develop and maintain a strong business partnership at all levels with external customer.
• Drive tactical and operational performance, root cause analysis, proactive strategic and tactical DGF supply chain development for all DGF products (Air, Ocean, Domestic, and Brokerage) and handle all customer escalations.
• Create and present to external customer in scheduled customer facing meetings to discuss performance, opportunities, and strategy.
• Liaise with regional counterparts to develop and coordinate cross-regional development and initiatives to deliver streamlined solutions.
• Provide focus and support to the OEC (Operational Excellence Center) team as well as to the field operations management team to drive operational effectiveness.
• Provide DGF stations support with visibility to better manage the flow of goods, materials and data between multiple origins and destinations to drive operational inefficiencies through tactical execution aligned with product best practice.
• Provide country / regional product operations management team for support to drive operational effectiveness and enhancement of network cooperation.
• Provide regional / global product teams with visibility of any special projects and any operational issues that may impact customer performance.
• Work closely with global / regional OFR (Ocean Freight) management team to ensure harmonized product roll-out and end-to-end solution delivery (origin & destination)
• Work closely with global / regional OFR management team to ensure proper supply/demand planning for seasonal business peaks.
• Drive collaboration with Customer Solutions and Innovations and other DPDHL business units and external partners to craft solutions to meet customers changing needs and expectations.
• Support commercial team with strategic projects.

Skills / Qualifications:

• Excellent understanding of Ocean freight services and the overall logistics and / or supply chain industry
• Excellent written, verbal, communication, and presentation skills
• Excellent interpersonal and customer service skills, ability to establish and maintain strong relationships
• Strong analytical, data analysis, and problem-solving skills
• Proficient computer skills: MS Office (Excel, Word, PowerPoint)
• BA or BS Degree preferred
• Minimum 5 years related experience preferred