Service Quality Program Manager; P4; Doral, FL

Position: Service Quality Program Manager (P4) - Doral, FL
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work.

In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…We currently have an opportunity available for a Service Quality Program Manager. The Service Quality Program Manager Implements business process improvements to increase service. As a Service Quality Program Manager, you will be communicating and presenting to Senior Leadership, problem solving techniques, leading process improvement initiatives, identifying opportunities, and troubleshooting solutions.

Key Responsibilities:

Provide guidance on proper processes & procedures to drive continuous improvement within the DHL network

Work collaboratively with the central Service Quality community to standardize reports and create competitions to improve performance

Analyze Global Transit lanes by reviewing transit time performance Import & Export Lead cross functional initiatives to drive key performance indicators with front line staff including agents, supervisors, managers, directors, & senior directors

Perform data analysis to identify opportunities & raise key actions to close the quality loop Develop and maintain trusted relationships with your internal customers by having timely communications, feedback, and excellent follow-up Oversee the reporting structures for operational systems- ensure reporting is accurate, professional, and shows value

Develop/Maintain relationships with our regional and global colleagues to drive service quality

Performs weekly KPI Review & follows up with lowest performing gateways

Provides Training and Support, Conduct Audits and Present Findings to Management for Correction Ability to learn and use DHL applications

Collects, organizes, monitors, and evaluates service performance

Performs data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions Skills &

Qualifications:

BS/BA and 5+ years’ experience in related field

Advanced knowledge of MS Office Report Automation and script development preferred

Strong knowledge of Network Operations and workings of DHLHighly developed analytical, problem solving and high-level reasoning skills

Strong influencing & communication skills

Customer-orientated

Achievement drive and initiative

Excellent business / commercial acumen

Quality orientation (accurate, timely)
Conceptual thinking

Presentation skills

Effective planning, organization and decision-making competencies

Fluent in spoken and written English Good level of cross-cultural competency and interpersonal understanding

Willingness and ability to travel

Regional or Global experience in Operations would be an advantage

Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experience

Employee Benefits & IncentivesDHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the…