Customer Program Manager

Job Title: Customer Program ManagerJob Location: Brisbane, CaliforniaThe Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.Key Responsibilities:Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAsMonitor customer performance, satisfaction levels, and proactively resolve service issuesLead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teamsEnsure consistent communication on shipment status, escalations, and service improvementsOversee end-to-end shipment execution (import/export) across air and/or ocean freightEnsure compliance with DGF operational standards, SOPs, and regulatory requirementsCoordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless executionDrive operational efficiency, cost control, and productivity improvementsManage customer-specific SOPs, ensuring alignment across all stakeholdersIdentify operational gaps and implement continuous improvement initiativesSupport implementation of new business, transitions, or customer onboardingEnsure data accuracy in systems (e.g., shipment milestones, billing, reporting)Support revenue and profitability targets through cost control and operational efficiencyMonitor shipment profitability, accessorial charges, and billing accuracyCollaborate with Finance/AR teams to resolve disputes and improve cash collectionWork closely with Sales, Key Account Management, and Product teams to support growthAct as the voice of the customer internally, ensuring alignment across functionsCoordinate with regional/global teams for multinational customer programsLead and develop Customer Operations specialists or coordinatorsSet clear performance objectives aligned to KPIs and customer expectationsPromote a customer-centric, high-performance cultureSkills & Requirements5–10 years of freight forwarding/logistics experience (AFR/OFR preferred)Strong knowledge of end-to-end forwarding operations and customer processesProven customer management and stakeholder engagement skillsAbility to manage escalations and drive resolution under pressureStrong analytical and problem-solving capabilitiesProficiency in logistics systems (e.g., CargoWise or similar)Excellent communication and presentation skillsPay 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.Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.Equal Opportunity EmployerDHL 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.Work AuthorizationApplicants must be legally authorized to work in the United States.Visa sponsorship is not available for this role.#LI-RL2Job SummaryJob number: AV-360217