DHL Express · 23 hours ago
COG Sr. Program Manager
Los Angeles, CA
Full-time
Onsite
Mid, Senior Level
$125K/yr - $166K/yr
5+ years expDHL Express is the #1 Express Delivery and Logistics Company in the world, known for its commitment to empowering employees. The COG Sr. Program Manager will utilize methodologies like Six Sigma to lead multi-functional teams in developing operational solutions aimed at improving cost efficiency and customer satisfaction.
Freight ServiceLogisticsSupply Chain ManagementTransportation
Responsibilities
Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issues
Collaborate with US and international DHL business partners to develop solutions or identify root cause to address customer needs or problems
Communication with internal customers (e.g. Finance, Credit & Collections, ITAC, Hubs, Gateways, Service Centers and Commercial teams)
Develops and maintains solid relationships with peers to ensure customer needs are known and addressed
Demonstrates the ability to remain calm and professional while expressing a sense of urgency
Coordinate appropriate actions to execute customer solutions and retention, to achieve the FOCUS goals
Assist in the development of systematic approaches for assuring high quality services
Makes and implements recommendations for improved productivity, efficiency, accuracy, cost savings, safety, compliance, standardization, and revenue production procedures for a specific department by researching, reviewing, analyzing, and understanding business processes and translating that into business solutions
Attend to all Customer requirements/requests at the right time, applying the agreed processes to determine root causes and work with the Customer and DHL network to either resolve the identified issues effectively or escalate issues to the next level of responsibility for additional action
Respond to and gain support from the Operations, Commercial and CS colleagues required to support their respective functions in customer activities (both issues and opportunities)
Support and action requests pertaining to customer requirements and development
Pro-actively engage stakeholders in issues that will impact Customer service quality and follow-up until completion
May provide functional guidance, advice and/or training to less-experienced business process improvement professionals
Identify key barriers/core problems and apply problem-solving skills in order to deal creatively with complex situations
Troubleshoot and resolve complex problems
Ensure all program and initiatives direction and progress is communicated to all stakeholders
Oversee the completion of projects or assignments, including; planning, assigning, monitoring, and reviewing progress
Identify and highlight best practice and non-compliance fields and areas, promoting customer resolution
Ensure reoccurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution
Qualification
Required
Strong knowledge of Network Operations and workings of DHL
Highly developed analytical, problem solving and high-level reasoning skills
Strong influencing & communication skills
Ability to influence and negotiate at all levels
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
Minimum of 5 years of relevant working experience (preferably at management levels in either network operations, customer service, Commercial or general management)
Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles
University degree or equivalent industry experience
Preferred
Regional or Global experience in Operations would be an advantage
Benefits
Bonus/Incentive Programs
Retirement Savings – 401K with company match
Medical, Dental, Vision, well-being programs
Tuition Reimbursement
Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discont Program
Employee Assistance & Work Life Program
Outstanding training opportunities
Company
DHL Express
Leading the way in international logistics across an unparalleled network of 220 countries and territories.
Founded in 1969Mascot, New South Wales, AUS
10001+ employees
H1B Sponsorship
DHL Express has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2023 (3)
2022 (1)
2021 (3)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Joakim E Thrane
CEO Central & South America - Americas Region Board Member
Richard Saavedra
Chief Executive Officer
Recent News
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