Customer Programs Lead: KPI-Driven, Continuous Improvement

Job Title Customer Program Manager Location Candidates can be located in Atlanta, Georgia / Hebron, Kentucky / Phoenix, Arizona Reports To Head of Customer Operations - NORAM Role Summary DHL Global Forwarding (DGF) is a global leader in air, ocean, and customs brokerage services, connecting businesses to markets worldwide. With a strong focus on digitalization, customer-centric solutions, and compliance excellence, we are transforming how global trade flows. The Customer Program Manager acts as the single point of coordination for customer programs, ensuring all DHL functions deliver against defined performance standards. This role supports DHL’s strategy to strengthen customer loyalty through consistent execution, continuous improvement, and proactive issue management. The position can be located in ATL, CVG, or PHX stations. What You’ll Do Review and ensure achievement of customer‑specific KPIs and service agreements Lead issue management including escalation, root‑cause analysis, and corrective actions Provide proactive problem resolution and corrective actions to ensure excellence in service Conduct Monthly, Quarterly, and Annual Business Reviews with customers Manage Bid Value Proposition in collaboration with Solutions Design, Commercial, and Operations teams Lead continuous improvement activities using DHL’s First Choice methodology Coordinate implementation of business initiatives Drive Ship‑to‑Profile performance Support share‑of‑wallet growth initiatives with Commercial teams Monitor and optimize profitability and cost‑to‑serve Improve billing accuracy, timeliness, and reduce disputes Deliver customer‑specific and internal improvement projects Track measurable outcomes such as cost savings and SLA improvements Coordinate CI resources to support customer requirements Qualifications Bachelor’s degree in Business, Supply Chain, Logistics, or related field 3–7 years in logistics, operations, or customer management Experience with program management preferred First Choice certification preferred (or willingness to obtain) Customer orientation and strong stakeholder engagement Results‑driven and continuous improvement mindset Cross‑functional collaboration and influencing skills Understanding of DHL operations and service delivery processes Analytical skills for KPI and performance analysis Strong communication and presentation capabilities Proficient with Outlook, Excel, Word, and PowerPoint; PowerBI is a plus Strong understanding of freight forwarding (Air Freight preferred) and the logistics industry Strong analytical and problem‑solving capabilities Fluent in English communication (verbal & written) Pay Range $79,777.50 – $106,370.00+ (Based on Experience) Benefits Competitive base salary plus role‑dependent performance‑based incentives 401(k) Match: $1‑for‑$1 match up to 4% quarterly plus 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 Equal Opportunity Employer DHL Global Forwarding is committed to equal employment opportunities and evaluates 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 Authorization Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role. #J-18808-Ljbffr DHL Global Forwarding