Customer Support Operations Program Manager at DHL Express

📍 Job Overview

Job Title: Customer Support Operations Program Manager
Company: DHL Express
Location: Singapore
Job Type: Full-time, Permanent
Category: Operations Management
Date Posted: August 8, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Drive operational projects and programs to enhance service quality and reduce costs for specific customers or industries.
Collaborate cross-functionally to deliver integrated solutions that meet performance targets and customer satisfaction.
Manage vendor relationships for customer-specific programs, ensuring optimal productivity and cost-effectiveness.

📝 Enhancement Note: This role requires a balance of operational, strategic, and customer-focused skills. The ideal candidate will have a strong background in logistics operations, customer service, or sales, with a proven track record in driving continuous improvement and managing vendor relationships.

💻 Primary Responsibilities

Project Management: Oversee operational projects and programs, ensuring they are completed on time, within budget, and to specified quality criteria.
Customer Relationship Management: Collaborate with customers to understand their needs and deliver tailored solutions that meet their service expectations.
Performance Analysis: Monitor and analyze service performance metrics (KPIs) to identify improvement opportunities and drive service enhancements.
Vendor Management: Oversee vendor activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.
Continuous Improvement: Initiate and drive service improvement and cost reduction initiatives to meet performance targets and exceed customer satisfaction.

📝 Enhancement Note: The primary focus of this role is on project management, customer relationship management, and performance analysis. However, the successful candidate will also need to demonstrate strong vendor management skills and a commitment to continuous improvement.

🎓 Skills & Qualifications

Education: A bachelor's degree in Business, Logistics, or a related field is preferred. Relevant professional certifications, such as Lean Sigma, Six Sigma, or Prince2, are highly desirable.

Experience: A minimum of 5-10 years of experience in logistics operations, customer services, or sales is required. Experience with express network operations is desirable.

Required Skills:

Strong project management skills
Excellent communication skills in English (written and verbal)
Critical thinking and analytical skills
Knowledge of continuous improvement tools and process mapping skills
Experience with systems and databases for performance measurement purposes
Basic knowledge of supply chain management principles (desirable)
Basic knowledge of problem-solving skills (8D/CAPA) (desirable)

Preferred Skills:

Knowledge of express network operations
Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications
Experience with vendor management

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Case studies demonstrating successful project management, customer relationship management, and performance analysis in a logistics or customer service environment.
Examples of service improvement initiatives and their impact on customer satisfaction and cost performance.
Evidence of strong vendor management skills and the ability to drive cost reduction initiatives.

Technical Documentation:

Detailed project plans, including scope, timeline, resources, and budget.
Performance reports and data analysis, demonstrating the ability to monitor and improve service quality and cost performance.
Vendor management plans, outlining strategies for optimizing productivity and cost-effectiveness.

📝 Enhancement Note: While this role is not web development-specific, a strong portfolio demonstrating project management, customer service, and continuous improvement skills will be essential for success.

💵 Compensation & Benefits

Salary Range: Based on market research and regional adjustments, the estimated salary range for this role in Singapore is SGD 8,000 - 12,000 per month. This is inclusive of basic salary and allowances.

Benefits:

Medical and dental coverage
Retirement benefits
Employee discounts on DHL services
Professional development opportunities

Working Hours: The standard workweek is 40 hours, with flexible scheduling to accommodate project deadlines and maintenance windows.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional adjustments. Actual compensation may vary depending on the candidate's experience, qualifications, and the company's internal salary structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: DHL Express operates in the logistics and express delivery industry, with a strong focus on customer service and operational excellence.

Company Size: DHL Express is a large global organization, with a significant presence in Singapore. This provides opportunities for career growth and exposure to diverse teams and projects.

Founded: DHL Express was founded in 1969 and has since grown to become one of the world's leading logistics companies.

Team Structure:

The Customer Operations Group (COG) is responsible for managing customer relationships and delivering operational excellence.
The Customer Support Operations team works closely with other functions, such as Customer Service, Network Operations, Commercial, HUB, IS, Finance, and Marketing, to deliver integrated solutions.

Development Methodology:

DHL Express uses a structured project management approach, with a focus on continuous improvement and customer satisfaction.
The company encourages a culture of collaboration and cross-functional teamwork.

Company Website: DHL Express Singapore

📝 Enhancement Note: DHL Express is a large global organization with a strong focus on customer service and operational excellence. The company encourages a culture of collaboration and continuous improvement, providing opportunities for career growth and professional development.

📈 Career & Growth Analysis

Web Technology Career Level: This role is not web technology-specific, but it offers opportunities for career growth and professional development within the operations management field.

Reporting Structure: The Customer Support Operations Program Manager reports directly to the Customer Operations Group Senior Manager.

Technical Impact: This role has a significant impact on service quality, customer satisfaction, and cost performance. The successful candidate will be responsible for driving operational improvements that enhance the customer experience and contribute to the company's overall success.

Growth Opportunities:

Career Progression: With experience and strong performance, there are opportunities for progression to more senior roles within the operations management field.
Technical Skill Development: The company encourages professional development and offers opportunities for training and certification in areas such as Lean Sigma, Six Sigma, and Prince2.
Leadership Potential: This role offers opportunities to develop leadership skills through managing projects, teams, and vendor relationships.

📝 Enhancement Note: This role offers opportunities for career growth and professional development within the operations management field. The successful candidate will have the opportunity to drive operational improvements that enhance the customer experience and contribute to the company's overall success.

🌐 Work Environment

Office Type: The DHL Express Singapore office is a modern, collaborative workspace designed to facilitate teamwork and communication.

Office Location(s): The main office is located in Singapore, with additional offices and hubs throughout the region.

Workspace Context:

Collaboration: The workspace is designed to encourage collaboration and cross-functional teamwork, with open-plan offices and dedicated meeting spaces.
Technology: The workspace is equipped with modern technology, including laptops, tablets, and mobile devices, to support remote work and flexible scheduling.
Flexibility: The company offers flexible working arrangements, including part-time work and remote work options, to support work-life balance.

Work Schedule: The standard workweek is 40 hours, with flexible scheduling to accommodate project deadlines and maintenance windows. The company encourages a healthy work-life balance and offers flexible working arrangements to support this.

📝 Enhancement Note: The DHL Express Singapore office is a modern, collaborative workspace designed to facilitate teamwork and communication. The company offers flexible working arrangements to support work-life balance and encourages a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screen: A brief phone or Skype call to discuss the role, the company, and the candidate's qualifications.
On-site Interview: A face-to-face interview with the hiring manager and other team members to discuss the role in more detail and assess the candidate's fit for the team.
Case Study/Scenario-based Exercise: A case study or scenario-based exercise to assess the candidate's problem-solving skills and ability to manage operational projects.
Final Interview: A final interview with the hiring manager to discuss the candidate's fit for the role and the company's culture.

Portfolio Review Tips:

Case Studies: Prepare case studies demonstrating successful project management, customer relationship management, and performance analysis in a logistics or customer service environment.
Service Improvement Initiatives: Highlight service improvement initiatives and their impact on customer satisfaction and cost performance.
Vendor Management: Provide examples of strong vendor management skills and the ability to drive cost reduction initiatives.

Technical Challenge Preparation:

Project Management: Brush up on project management skills and be prepared to discuss your approach to project planning, execution, and monitoring.
Customer Relationship Management: Prepare examples of successful customer relationship management and be ready to discuss your approach to understanding customer needs and delivering tailored solutions.
Performance Analysis: Familiarize yourself with performance analysis techniques and be prepared to discuss your approach to monitoring and improving service quality and cost performance.

ATS Keywords: (Not applicable for this role as it is not web technology-specific)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's fit for the role and the company's culture. The successful candidate will demonstrate strong project management, customer relationship management, and performance analysis skills, with a commitment to continuous improvement and vendor management.

🛠 Technology Stack & Web Infrastructure

Technology Stack: (Not applicable for this role as it is not web technology-specific)

📝 Enhancement Note: This role is not web technology-specific and does not require a specific technology stack or web infrastructure knowledge.

👥 Team Culture & Values

Operations Management Values:

Customer Focus: A commitment to understanding and meeting customer needs and expectations.
Operational Excellence: A focus on delivering high-quality, efficient, and cost-effective solutions.
Continuous Improvement: A commitment to driving operational improvements and enhancing the customer experience.
Collaboration: A culture of teamwork and cross-functional collaboration to deliver integrated solutions.

Collaboration Style:

Cross-functional Integration: The Customer Support Operations team works closely with other functions, such as Customer Service, Network Operations, Commercial, HUB, IS, Finance, and Marketing, to deliver integrated solutions.
Knowledge Sharing: The company encourages a culture of knowledge sharing and learning from one another.
Continuous Learning: The company offers opportunities for professional development and encourages a culture of continuous learning.

📝 Enhancement Note: The Customer Support Operations team at DHL Express is committed to delivering high-quality, efficient, and cost-effective solutions that meet customer needs and expectations. The team works closely with other functions to deliver integrated solutions and encourages a culture of knowledge sharing and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Operational Complexity: Managing operational projects and programs in a complex, fast-paced environment.
Customer Expectations: Meeting and exceeding customer expectations in a competitive market.
Cost Management: Delivering operational improvements while maintaining cost-effectiveness.

Learning & Development Opportunities:

Professional Development: Opportunities for training and certification in areas such as Lean Sigma, Six Sigma, and Prince2.
Career Progression: Opportunities for career progression within the operations management field.
Leadership Development: Opportunities to develop leadership skills through managing projects, teams, and vendor relationships.

📝 Enhancement Note: This role offers opportunities to manage operational projects and programs in a complex, fast-paced environment. The successful candidate will be challenged to meet and exceed customer expectations while maintaining cost-effectiveness. The company offers opportunities for professional development, career progression, and leadership development.

💡 Interview Preparation

Technical Questions:

Project Management: Be prepared to discuss your approach to project planning, execution, and monitoring.
Customer Relationship Management: Prepare examples of successful customer relationship management and be ready to discuss your approach to understanding customer needs and delivering tailored solutions.
Performance Analysis: Familiarize yourself with performance analysis techniques and be prepared to discuss your approach to monitoring and improving service quality and cost performance.

Company & Culture Questions:

Customer Focus: Be prepared to discuss your approach to understanding and meeting customer needs and expectations.
Operational Excellence: Prepare examples of your commitment to delivering high-quality, efficient, and cost-effective solutions.
Continuous Improvement: Be ready to discuss your approach to driving operational improvements and enhancing the customer experience.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies demonstrating successful project management, customer relationship management, and performance analysis in a logistics or customer service environment.
Service Improvement Initiatives: Highlight service improvement initiatives and their impact on customer satisfaction and cost performance.
Vendor Management: Provide examples of strong vendor management skills and the ability to drive cost reduction initiatives.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's fit for the role and the company's culture. The successful candidate will demonstrate strong project management, customer relationship management, and performance analysis skills, with a commitment to continuous improvement and vendor management.

📌 Application Steps

To apply for this Customer Support Operations Program Manager position:

Resume Customization: Tailor your resume to highlight your project management, customer relationship management, and performance analysis skills, with a focus on logistics or customer service experience.
Portfolio Preparation: Prepare case studies demonstrating successful project management, customer relationship management, and performance analysis in a logistics or customer service environment.
Company Research: Research DHL Express and the logistics industry to gain a deeper understanding of the company's culture, values, and business strategy.
Interview Preparation: Brush up on your project management, customer relationship management, and performance analysis skills, and be prepared to discuss your approach to driving operational improvements and enhancing the customer experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Operations Program Manager