Air Freight Customer Operations Manager

Job title: Air Freight Customer Operations Manager

DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services. As the experts in freight forwarding, we deliver 100% assurance to our customers via a mindset that’s always looking ahead to the next commercial opportunity, predicting the next potential issue, anticipating the next global trend. Because at DHL Global Forwarding we’re not simply about freight forwarding. We’re about forward-thinking ways to connect people: and improve their lives.

JOB PURPOSE

Develop and administer Air Freight Customer Operations plans, processes, programs and activities to deliver effective and efficient operational outcomes in line with business needs and objectives, relevant strategies, frameworks and standards, Group guidelines and policies, and applicable legal, regulatory and compliance requirements. This includes air Freight Customer Operations / Control Tower Manager supports the Air Freight GTOM Product & Services operating model by owning the customer-facing execution model for Air Freight and by connecting Control Tower capabilities, customer program management, shipment visibility, proactive exception handling, and digital customer interaction into one disciplined customer promise.

KEY TASKS

• Coordinate the assigned Customer Operations / Control Tower scope by converting standards into disciplined execution routines, ownership clarity, and measurable outcomes.
• Manage work packages, priorities, issue follow-up, and stakeholder alignment across functions without changing global standards or domain boundaries.
• Use data, customer feedback, Air Freight Index/SQI signals, and performance trends to identify gaps and drive corrective action closure.
• Coach team members or contributors and ensure outputs are timely, evidence-based, and aligned with DHL / DGF standards.
• Escalate structural blockers, unresolved cross-domain issues, or system limitations through GTOM / Solution Delivery channels with clear evidence.
• Protect the defined Customer Operations / Control Tower scope: customer program management; control tower service model; customer-facing visibility and communication; proactive exception coordination; SQI execution cadence and adoption; digital customer interaction including myDHLi adoption.
• Maintain clear boundary discipline: this role does not own physical shipment execution owned bstation/operations; process standards owned by PE; pricing approvals; carrier strategy; implementation project governance where owned by IMPAT.
• Use approved systems, dashboards, and source-of-truth reporting to support decisions and avoid local variants.
• Contribute to the move from processing to coordination to orchestration by improving data quality, handoff clarity, and proactive risk visibility.
• Contribute to the move from processing to coordination to orchestration by improving data quality, handoff clarity, and proactive risk visibility.
• Contribute to the move from processing to coordination to orchestration by improving data quality, handoff clarity, and proactive risk visibility.

SKILLS AND KNOWLEDGE REQUIRED

• Control tower management, service recovery leadership, customer program governance, SQI execution, cross-functional coordination, and issue closure discipline.
• Ability to connect with and influence specialist departments and key stakeholders across Product & Services, Sectors, Growth, Pricing, Station Operations, SCM & Gateways, Process Excellence, Implementation, GSC, Solution Delivery, Global, Region, Country, and Station stakeholders according to scope and activation level.
• Ability to provide technical guidance to line managers, employees, customers, and key stakeholders where required.
• Strong stakeholder management skills, including the ability to convince others to accept new concepts, practices, and approaches while building strong cross-functional relationships with DHL managers.
• Bachelor’s Degree or equivalent experience / qualification.
• More than 6 years of relevant experience.
• Individual contributor role which may manage two or fewer employees, direct the work of lower level professionals, or manage processes and programs.
• Strong analytical and problem-solving abilities
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• Proficiency in operational systems and Microsoft Office tools

YOUR BENEFITS

• Positive work environment: Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees.
• Global Exposure: Joining DHL Global Forwarding means being part of a truly global organization, providing you with the opportunity to work with diverse teams and gain exposure to international markets and practices.
• Work-Life Balance: We understand the importance of maintaining a healthy work-life balance, and we strive to provide a flexible work environment.
• Continuous Learning and Development: We invest in our employees growth by offering training programs, coaching, workshops, and resources to enhance your skills and knowledge.
• Onboarding: Individual onboarding, training on the job, networking, a dedicated certified program.