Integrated Warehousing Services; IWS; Operations Support Manager

Position: Integrated Warehousing Services (IWS) - Operations Support Manager

Integrated Warehousing Services (Iws) – Operations Support Manager

Anywhere in the United States DHL Global Forwarding manages the flow of goods and information across customers' global supply chains through air, ocean, and ground transportation, customs brokerage, and dedicated warehousing and distribution solutions. As part of Deutsche Post DHL—the world's leading logistics company operating in more than 220 countries—we offer global reach, industry expertise, and exceptional career opportunities.

Position Summary

The IWS Operations Support Manager provides centralized operational and administrative support across the U.S. IWS network. The immediate priority is billing, collections, vendor invoicing, customer billing, and the vendor-governance activities currently required to support IWS operations. As the role matures, the scope expands to documentation, performance visibility, audit readiness, implementation support, and continuous improvement.

Key Responsibilities

• Prepare and maintain billing and collections reports; monitor invoice aging; coordinate follow-up with Finance and internal owners; and support timely resolution of billing issues, disputes, and escalations.
• Support vendor invoicing and customer billing activities, including first-invoice review, billing-data accuracy, issue tracking, and communication with stations, 3PL partners, Finance, and operational leadership.
• Maintain vendor rates and renewal tracking and coordinate required commercial, operational, and billing documentation.
• Support vendor qualification and onboarding using applicable DGF due-diligence and compliance requirements, including enhanced qualification needs such as GXP, FDA, or Dangerous Goods when applicable.
• Manage Bizagi workflow entries and supporting documentation; coordinate with Legal, Risk, Compliance, and IT for vendor contracting, approvals, and account setup.
• Maintain accurate vendor records, contact information, compliance evidence, contracts, rate files, and approved repositories.
• Provide timely operational and administrative support to stations, customers, 3PLs, and internal teams; coordinate issue resolution and maintain responsive communication.
• Support vendor audits, corrective-action tracking, contract renewals, implementation readiness, training records, go-live actions, and hypercare handover documentation.
• As later-stage scope, maintain operational KPI reporting and dashboards, support SOP and change-control administration, and contribute to workflow standardization, automation, and continuous improvement.

Performance Measures

• 3-5 years of experience in operations support, warehousing, vendor administration, billing support, logistics administration, compliance, or a related field.
• Experience with vendor management, onboarding and/or project coordination, customer service, and issue de-escalation.
• Working knowledge of warehousing operations, 3PL governance, billing/collections processes, documentation, contracts, audits, and operational workflows.
• Strong organization, analytical ability, written and verbal communication, and follow-through across multiple deadlines.
• Proficiency with Microsoft 365, particularly Outlook, Word, PowerPoint, and Excel; workflow, WMS, billing, or reporting-tool experience is preferred.

Core Competencies

• Billing and administrative discipline
• Vendor-governance coordination
• Customer service and de-escalation
• Process accuracy and documentation
• Cross-functional coordination
• Problem solving and follow-through

General Responsibilities

The responsibilities listed are representative and not exhaustive. The role may be assigned additional duties and related responsibilities consistent with business needs, organizational…