Manager Customer Implementation

At DHL, our people are our greatest asset! Everyone's contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

This is a remote position based in the United States.

The Manager of Customer Implementation leads a team of Implementation Specialists responsible for delivering a best-in-class customer onboarding experience. This role provides leadership, operational oversight, and strategic direction to ensure successful implementation outcomes, process consistency, and operational excellence. The Manager drives team performance, talent development, customer satisfaction, continuous improvement initiatives, and cross-functional collaboration to support business objectives, mitigate risks, and deliver scalable onboarding solutions.

Success in this role requires strong leadership, a customer-focused mindset, and the ability to drive results through others.

• Lead, coach, and develop a team of Implementation Specialists by establishing performance expectations, driving accountability, supporting talent development, and fostering a culture of collaboration, continuous improvement, and customer focus.
• Oversee the successful execution of customer onboarding and implementation projects, ensuring adherence to established methodologies, service standards, and governance practices while serving as the primary escalation point for complex customer and operational issues.
• Manage team capacity, resource allocation, project risks, and customer readiness to ensure implementation objectives are achieved and customer expectations are met.
• Drive operational excellence through the development, standardization, and continuous improvement of onboarding processes, leveraging performance data to enhance quality, efficiency, scalability, and the overall customer experience.
• Ensure compliance with company policies, audit requirements, data governance standards, and implementation best practices.
• Build and maintain strong partnerships with stakeholders to drive successful onboarding outcomes, facilitate issue resolution, and advance organizational priorities.
• Establish, monitor, and report on key performance indicators, onboarding performance, resource capacity, customer outcomes, and operational trends, providing actionable insights and recommendations to leadership.
• Support departmental planning, organizational change initiatives, and strategic projects that contribute to business growth and operational excellence.

• Measurable improvements in productivity and onboarding times.
• Improvement in NPS and first contact resolution.
• Increased adoption of digital tools and automated processes.
• Reduction in customer escalations and repeat contacts.
• Faster resolution times and improved accuracy.
• Positive employee engagement and development outcomes.

• Bachelor's degree or equivalent experience.
• 5+ years in customer implementation, onboarding, project management or related roles.
• 2+ years of leadership experience managing customer-facing teams in a matrixed environment.
• Experience in logistics, transportation, e-commerce, or supply chain strongly preferred.
• Experience with Salesforce, SAP, and DHL eCommerce systems preferred.

• 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.
• Strong leadership and people management skills with a focus on accountability and development.
• Customer-centric mindset with a passion for improving the customer experience.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and stakeholder management skills.
• Highly organized with strong project management capabilities.
• Ability to operate effectively in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills with the ability to translate data into action.
• Process-oriented mindset with strong analytical and problem-solving ability.
• Ability to…