Service Quality Manager

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives. Start YOUR career with DHL today… We currently have an opportunity available for a Service Quality Program Manager. The Service Quality Program Manager Implements business process improvements to increase service. As a Service Quality Program Manager, you will be communicating and presenting to Senior Leadership, problem solving techniques, leading process improvement initiatives, identifying opportunities, and troubleshooting solutions. Anticipated Annual Salary Range: $103,125-$137,500 Key Responsibilities: Provide guidance on proper processes & procedures to drive continuous improvement within the DHL networkWork collaboratively with the central Service Quality community to standardize reports and create competitions to improve performanceAnalyze Global Transit lanes by reviewing transit time performance Import & ExportLead cross functional initiatives to drive key performance indicators with front line staff including agents, supervisors, managers, directors, & senior directorsPerform data analysis to identify opportunities & raise key actions to close the quality loopDevelop and maintain trusted relationships with your internal customers by having timely communications, feedback, and excellent follow-upOversee the reporting structures for clearance and operational systems- ensure reporting is accurate, professional, and shows valueDevelop/Maintain relationships with our regional and global colleagues to drive service qualityPerforms KPI Review & follows up Provides Training and Support, Conduct Audits and Present Findings to Management for CorrectionAbility to learn and use DHL applicationsCollects, organizes, monitors, and evaluates service performancePerforms data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions Lead GDP compliance activities, audits, customer reviews, corrective actions, and quality assurance initiatives. Collaborate with cross-functional teams to identify and implement process improvements that enhance productivity, quality, customer service, and employee engagement.⁠Complete and maintain all required CIS Medical Express Awareness, CIS Awareness, and GDP training requirements.Maintain comprehensive knowledge of Global SOPs, Life Science GDP Policies, and applicable standards.Conduct GEMBA reviews, self-assessments, and compliance evaluations as required.Lead corrective and preventive actions related to GDP compliance findings identified through audits, inspections, GRID reports, customer reviews, or operational assessments.Monitor subcontractor activities that may impact GDP compliance and product integrity.Ensure adherence to all applicable GDP-related documentation, processes, and record retention requirements.Support compliance with local regulatory requirements related to GDP operations.Ensure delegated responsibilities are documented and monitored appropriately.Lead customer onsite visits, compliance reviews, audits, and quality meetings as required.Drive continuous improvement initiatives supporting Life Sciences and Healthcare shipment quality requirements. Skills & Qualifications: Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related field (preferred).Strong knowledge of Network Operations and workings of DHLKnowledge of gateway operations, international transportation, customs, security, and regulatory requirements.Experience with workforce management, operational analytics, process improvement, and performance management.Highly developed analytical, problem solving and high-level reasoning skillsStrong influencing & communication skillsCustomer-orientatedAchievement drive and initiativeQuality orientation (accurate, timely)Presentation skillsEffective planning, organization and decision-making competenciesFluent in spoken and written EnglishGood level of cross-cultural competency and interpersonal understandingWillingness and ability to travelRelevant working experience (preferably at management levels) Employee Benefits & Incentives DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include: Competitive PayBonus/Incentive ProgramsRetirement Savings – 401K with company matchMedical, Dental, Vision, well-being programsTuition ReimbursementGenerous Paid Time OffPaid LeaveEmployee Discount ProgramEmployee Assistance & Work Life ProgramOutstanding training opportunities DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.