Manager Customer Experience & Service Enablement

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JOB SUMMARY:
The Manager Customer Experience & Service Enablement provides strategic leadership for the capabilities that shape and strengthen customer experience across the end-to-end customer journey. This leader oversees a multidisciplinary portfolio encompassing customer experience analytics, process optimization, customer success, digital systems administration, and customer resolution. The role connects customer insight, operational expertise, technology, and continuous improvement to build a scalable customer service organization that anticipates needs, removes friction, resolves complex issues, and supports sustainable business growth. Through strong people leadership and cross-functional partnership, the Manager establishes clear priorities, develops future-ready capabilities, and ensures the organization continuously improves how it supports customers at every stage of their relationship with DHL eCommerce.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Develop and execute the strategy for customer experience analytics, process optimization, customer success, digital systems, and complex issue resolution, ensuring these capabilities operate as an integrated part of the broader Customer Service organization.
• Build an organizational structure, operating model, and capability roadmap that support business growth, evolving customer expectations, and the future needs of Customer Service.
• Lead, develop, and mentor a multidisciplinary team, establishing clear priorities, accountability, succession plans, and development opportunities that strengthen both functional expertise and enterprise leadership capability.
• Own the continuous improvement of the end-to-end customer journey by identifying points of friction, service gaps, and emerging needs, then translating them into coordinated improvements across people, process, data, and technology.
• Establish a unified approach for using customer feedback, operational data, service trends, and Voice of the Customer insights to guide priorities, improve decision-making, and influence customer experience strategy.
• Create governance for customer experience metrics, reporting, business intelligence, and performance insights, ensuring information is accurate, actionable, and connected to customer and business outcomes.
• Drive process standardization, simplification, automation, and scalable ways of working to improve consistency, reduce customer effort, strengthen service quality, and enable efficient growth.
• Guide the evolution and effective use of Customer Service platforms, digital tools, self-service capabilities, and emerging technologies so they support employees, improve customer visibility, and modernize the service experience.
• Provide leadership for proactive customer support, operational exception management, and complex resolution, ensuring customer-impacting risks are identified early, addressed with clear ownership, and used to prevent recurring issues.
• Ensure new and existing customers are supported across key moments in their journey, including onboarding, adoption, operational performance, issue recovery, and ongoing opportunities to improve ease of doing business.
• Partner with Operations, Transportation, Sales, Product, Technology, Finance, and other stakeholders to align priorities, resolve systemic issues, and embed customer considerations into business decisions and change initiatives.
• Sponsor and prioritize cross-functional improvement initiatives and business requirements, balancing customer impact, organizational value, risk, resource needs, and long-term scalability.
• Establish and maintain policies, governance, standard operating procedures, controls, and knowledge practices that create consistency, clarity, and accountability across the functions within the portfolio.
• Represent Customer Service in strategic planning, transformation, and investment discussions, articulating customer needs and building business cases for capabilities that improve the customer journey and organizational performance.
• Promote a customer-centric, insight-led, and future-focused culture that encourages innovation, collaboration, disciplined execution, and continuous improvement.

KEY SUCCESS METRICS:

• Progress against the Customer Service capability roadmap and strategic priorities for analytics, process optimization, customer success, digital systems, and resolution.
• Improvement in customer experience, Voice of the Customer, loyalty, and customer-effort measures.
• Reduction in recurring customer pain points, preventable service failures, complex escalations, and operational exceptions.
• Measurable improvements in process consistency, service quality, efficiency, automation, and scalability.
• Accuracy, adoption, and business value of customer experience reporting, dashboards, analytical insights, and proactive monitoring.
• Effectiveness, usability, reliability, and adoption of Customer Service systems, digital tools, and self-service capabilities.
• Successful execution of cross-functional improvement initiatives and delivery of measurable customer, operational, and financial outcomes.
• Effectiveness of customer journey improvements across onboarding, ongoing support, issue resolution, and continuous improvement.
• Team engagement, capability growth, succession readiness, and achievement of individual and organizational objectives.
• Strength of governance, process documentation, controls, and compliance across the portfolio.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree or equivalent experience.
• 5+ years of progressive experience in customer service, customer experience, operations, analytics, process improvement, digital enablement, or related functions, including leadership of multidisciplinary teams.
• Must have experience working with a CRM system (e.g., Salesforce).
• Experience in logistics or eCommerce sectors is preferred.
• Lean/Six Sigma certification is a plus.
• Proven experience building, developing, and leading high-performing teams, with a strong emphasis on coaching, accountability, performance management, and succession planning.

REQUIREMENTS/SKILLS:

• Demonstrate DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities, Being
• Positive about Challenges, Uncertainty and Change, Having the Will to Win, and Acting as an Entrepreneur in Our Network.
• Exceptional written and verbal communication skills, capable of engaging and influencing stakeholders at all organizational levels.
• Advanced problem-solving and negotiation skills, with a strong emphasis on conflict resolution.
• Strong relationship-building skills and a deep understanding of the customer journey, ensuring customer needs are prioritized.
• Strong customer advocacy and sound judgment when navigating complex, high-impact, or sensitive business situations.
• Enthusiastic and creative leader with the ability to inspire and motivate others within the team.
• Proactive support mindset, with the ability to analyze customer insights and data to inform decisions and drive improvements.
• Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals.
• Ability to prioritize a broad portfolio of teams, initiatives, and customer needs while maintaining clear governance and attention to detail.
• Strong follow-up skills to ensure customer needs and expectations are consistently met and exceeded.
• Process-oriented with strong analytical skills to drive efficiency and effectiveness in customer service operations.
• A passion for technology with a commitment to continuous learning and adaptability in a fast-paced, dynamic environment.

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting.
• Regular sitting at workstation for 25 – 75% of the work shift.
• Travel required (up to 25%).

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

Annual Salary per location is listed below:

$85,950 - $110,050=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV
$94,575 - $117,795=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI
$98,775 - $122,115=DE, IL, MD, RI, WA
$103,125 - $127,000=CA, MA, NJ, NY

This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

To be considered for this role, applicants must be legally authorized to work in the United States and not require employer sponsored work authorization now or in the future.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal Opportunity Employer - Veterans/Disability