Operations Supervisor

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 corporate 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… DHL Express currently has an opening for an ACS Operations Supervisor at our Erlanger, KY CVG HUB Facility. Summary This position is part of the US Cargo division of DHL Aviation – Air Capacity Sales (ACS) – which is an organization that sells excess air network capacity to freight forwarders. The US ACS group is a high growth unit, with revenue tripling in the last three years to nearly $120 million. ACS is a key contributor to the success of DHL Express, as the ACS proceeds translate to reduced airline transport cost for Express. The role will be based at the DHL CFS facility near Cincinnati Airport, called “CV2”. The ACS service organization is a virtual organization, so the management team must be comfortable running an operation using internal and external suppliers. Success will be evaluated on transit performance, build‑up density, capacity utilization, and operational unit costs. Customer (Internal): Because most of the Ops staff is virtual, the person in this role will routinely partner with management outside the ACS organization to deliver the ACS service requirements. The candidate must be highly credible, persuasive, and comfortable presenting strategy and leading peers. Customer (External): Regular interaction with shippers, freight forwarders and airlines to resolve service issues. The ability to be calm, compassionate and action‑oriented is very important to support customers during a service problem. Primary Duties Responsible for establishing and maintaining operating procedures and performance at the CV2 facility; providing exceptional service, meeting service level targets, supporting contractual agreements, ensuring and analyzing service delivery performance, leveraging ACS tools and technology, and driving improved performance at reduced unit costs. Key Accountabilities Provides guidelines to a cargo operation and warehouse management to ensure handling operations are consistent with the group business strategy. Monitors quality and adherence to IATA and Global ACS standards and is responsible for constant improvement and optimization of products, density, build and service. Develops a high‑performance, service‑oriented cargo culture within the warehouse. People Management Success in this role depends on delivering results while managing third‑party handlers and SGHA contract. The person must be exceptionally skillful at managing the performance of people, controlling service level agreements and implementing standard operating procedures. Process Implements ACS service policies and procedures, works with 3PH, DHL Express counterparts and Global ACS contacts to establish SOPs and SLAs. Responsible for measurement and achievement of service targets and for implementing a data‑driven approach to continuous improvement in all service levels. Technology – Support ACS systems Educates US ACS users on how to leverage Cognos, TGV, PTGV, OCNT and CMS. Operations Reviews daily service performance, identifies shortfalls and assists operations on immediate and long‑term recovery contingencies (e.g., station staffing issues, import customs delay, lost export documentation, shipment misroutes, etc.). Customer Management Personally handles escalated complaints from key account management. Build Planning Works with Capacity Management, Network Operations, Network Planning, Load Control and ground handling operations to ensure ACS capacity is utilized as planned. Works with CFS management team to improve unit load device utilization to maximize ACS revenue opportunities. Analysis and Quality Improvement Supports GSOP, data, metrics and analytical capabilities needed to measure and improve service performance and reduce unit costs. Focus areas include: Connectivity Regulatory & Security, scanning & checkpoint compliance Flown as booked / splits reduction / service quality / performance management Capacity utilization – analysis of ACS capacity utilization, overnight vs second‑day splits, overbooking, etc., to create incremental revenue opportunities Qualifications – Internal Proficient in Microsoft (Excel, Word, Outlook, PowerPoint) and database and web‑based applications. Highly competent at compiling and analyzing data in Excel and able to perform analysis and draw insights. Access, VB, etc. a plus. Ability to work within a team environment with competing viewpoints/objectives. Strong verbal and written communication skills – must be adept at presenting ideas and concepts to groups in both formal and informal settings. Willingness to get deeply involved in a fast‑paced 24/7 logistics operation at different times of the day and in various warehouse/airport environments. Work Authorization DHL Express USA will only employ those who are legally authorized to work in the United States. Visa sponsorship will not be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role. 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: #J-18808-Ljbffr