Customer Program Manager

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.

We are seeking a Head of AFR Customer Operations – North America (NORAM) to drive end-to-end service excellence, customer satisfaction, and operational performance across assigned strategic customers.

This role can be located in either our ATL, CVG or PHX Stations.

The Customer Program Manager acts as the single point of coordination for customer programs, ensuring all DHL functions deliver against defined performance standards.

The role supports DHL’s strategy to strengthen customer loyalty through consistent execution, continuous improvement, and proactive issue management.

 

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 CI activities using DHL’s First Choice methodology.


* Coordinate implementation of business


* 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 Email, Excel, Word and PowerPoint; PowerBI is a plus.


* Strong understanding of freight forwarding (Air Freight preferred), and the logistics Industry.


* Strong analytical and ...