Director - Program Management, Public Sector - DHL Express - Redondo Beach

Job description

We have a unique program management opportunity for the ideal candidate to join our Public Sector and help manage and grow our revenue streams within the United States.
In this position you will urgently handle sensitive, strategic and highly visible customer care issues independently with the ability to present final resolution to the customer and management. Communicate with diverse groups of people at all management levels within a fast-paced, global organization. Provide superior professional customer care in situations that require extra attention and for issues that have been escalated to top level management in the organization.


You will be responsible to manage the overall performance of DHL Global Forwarding within the customers supply chain. Manage against Key Performance Indicators, performing analysis, assist with quarterly planning and process improvement, and collect and analyze sensitive and confidential data. Explore areas of opportunity as it relates internal and external processes to develop cost saving opportunities. Prepare and develop a presentation to report data accurately to identify issues with quality, service and processes. Provide analytical and specialized support to assist with projects and/or initiatives. Must be customer focused, an analytical thinker with the ability to prioritize and make informed decisions independently. The candidate must be well versed in the use of MS Word, Excel and Power Point.

You should be experienced in the regulations, compliance and documentation of International Air Freight and Ocean Freight Transportation Processes. You will be responsible for the performance management of the assigned customer program. KPI's and exceptions are managed per contractual agreements. You will be managing customer escalations, supporting customer business reviews, Identify opportunities to enhance the customer business process throughout the customer lifecycle, and show leadership in managing the customer program/relationship. Manage the delta between the customer expectations and actual performance by identifying trends and performing "root cause analysis", developing Corrective Action Plans (CAPS), and coordinating the completion of CAPS. You will support in the revenue development of new and existing revenue streams by utilizing your knowledge of the customers supply chain in support of existing programs and new program development.

The ideal candidate must have at least 6 - 12 years experience in managing International Air and Ocean Transportation Services from an operations and mangement role. The candidate must have extensive knowledge and a thorough understanding of US Dept of Defense terminology in order to discuss freight movements, knowledge of military protocols for making decisions . Must be knowledgeable in all Products and services sold by DHL Global Forwarding.

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