OMS Customer Program Manager

About the role

The Customer Program Manager is responsible for leading strategic customer engagements, ensuring operational excellence, financial healthiness, and driving continuous improvement across the customer lifecycle. This role serves as the primary interface between the organization and key customers, overseeing service delivery, commercial performance, business continuity, and long-term account development.

Responsibilities

• Build and maintain strong commercial and strategic relationships with assigned customers.
• Develop and execute a value delivery roadmap aligned with customer goals and organizational capabilities.
• Drive account development initiatives to expand business opportunities.
• Conduct regular business reviews with customers to assess performance and identify improvement areas.
• Monitor and analyze market intelligence to anticipate customer needs and competitive trends.
• Ensure high-quality day-to-day service delivery while meeting contractual and performance expectations.
• Oversee effective exceptions management, ensuring timely resolution and preventative actions.
• Manage contracts and rate agreements, ensuring accuracy and timely updates.
• Monitor billing performance, driving accuracy, completeness, and timely updates.
• Owning and maintaining Standard Operating Procedures (SOPs) with consistent communication and updates to stakeholders.
• Lead Corrective and Preventive Action (CAPA) processes to address issues and drive lasting improvements.
• Facilitate operational training and troubleshooting support for internal teams and customer interfaces.
• Develop, implement, and maintain Business Continuity Plans (BCP) aligned with organizational standards and customer requirements.
• Support Disaster Recovery Planning (DRP) and ensure readiness for crisis scenarios.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field.
• 5+ years in logistics/supply chain (including freight forwarding and PO management).
• Direct exposure to customer-facing programs/projects and collaboration in a global environment.
• In-depth 3PL/4PL/OMS domain and forwarding knowledge.
• Excellent knowledge of Supply Chain Solutions, Ocean/Air freight, market and players.
• Commercial acumen.
• Strong analytical and problem-solving skills.
• Able to manage multiple priorities and operate effectively in a fast-paced environment.
• Excellent communication, relationship-building, and stakeholder management capabilities.
• Experience working with BI tools (e.g., Power BI, Tableau) is preferred.
• Understanding of InforNexus is preferred.
• MS Excel/Word/PowerPoint.

Pay & Benefits

Pay Range: $105,843.75 - $141,125.00+ (Based on Experience)
Benefits (All Non-Union Employees):
Compensation: Competitive base salary plus role-dependent performance-based incentives.
401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
Vision: Optional coverage for exams, frames, and contacts.
Dental: Optional coverage for preventive, basic, and major services.
Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.

Why Join DHL Global Forwarding?

At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.

Equal Opportunity Employer

DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.