Customer Support Operations Program Manager (Life Sciences & Healthcare)
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Summary
The Customer Support Operations Program Manager at DHL Express manages operational programs and projects for life sciences and healthcare clients to ensure service level agreements and cost efficiency targets are met. The role involves continuous process improvement, cross-functional collaboration, and vendor management to deliver high-quality logistics solutions.
Join the Most International Company in the World – DHL Express Singapore
Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels—we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at .
DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.
Your Future. Delivered.
Role Opportunity: Customer Support Operations Program Manager
Manage operational related projects/programs by providing standardized, sustainable, repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance with the aim of meeting the pre-defined KPI requirement and thus exceeding customer satisfaction. Focus on continuous process innovation, improvement and enhancements of assigned projects/programs. The programs/projects are related to new business acquisition/RFP/RFQ responses, solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time, within budget and to specified quality criteria.
Your Tasks
- Deliver information and/or solution that is based on business requirements & cost models, to customer specification.
- Initiate monthly & annual portfolio performance review meetings with Group Manager
- Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs).
- Where necessary, initiate and drive service improvement and/or cost reduction initiatives to meet performance targets.
- Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA & PD reviews to identify root causes and actionable & sustainable solutions
- Lead in defining the operational requirements, needs and improvement opportunities
- Work with the other functions eg. CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues & provide an operations perspective on the solution required.
- To manage and provide an integrated solution at the highest level of productivity and cost efficiency whilst ensuring that all service performance and customer satisfaction targets are achieved/exceeded.
- Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
- Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers’ organisation.
- Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.
What You Bring
- 3 - 5 years relevant experience in a sales support, operations or customer service environment
- Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications preferred
- Knowledge in continuous improvement tools & process mapping skills advantageous
- Experience with systems and databases for performance measurement purposes
- Critical thinking, problem solving and analytical skills
- Good communication skills in English (written & verbal)
What We Offer
- Career development with a global market leader internationally.
- Comprehensive learning and development programs.
- Inclusive workplace culture.
- Competitive benefits and wellness initiatives.
Ready to Make a Difference?
If you are looking to further your career with the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you. Apply now – our recruiters are looking forward to receiving your application!
DHL is an equal opportunity employer. We reject any form of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
Recruitment Fraud Alert: DHL Express Singapore will never request payment or personal/financial information from applicants or employees at any stage of the recruitment process. Any such request should be treated as fraudulent. All email correspondence will be sent from the official DHL domain e.g. name@dhl.com. Protect yourself by verifying job offers and communications. Your safety is important to us.
