Job Summary We are seeking a seasoned professional to lead our customer operations team in the Americas region. As a key member of our organization, you will be responsible for managing complex supply chain products and services, ensuring seamless interactions between customers and DHL teams. Your primary objective will be to drive tactical and operational performance, guaranteeing compliance with Service Level Agreements (SLAs), leading customer-specific initiatives, and supervising the flow of cargo. Main Responsibilities - Customer Relationship Management: - Act as a single point of contact for multiple interactions between customer and DHL teams. - Develop business relationships at all levels to ensure a strategic partnership aligned with client objectives. - Deepen partnerships across functional and executive levels to align DHL solutions with evolving customer needs. - Operations Leadership: - Lead the team to achieve proposed objectives. - Supervise and actively engage in operations to assure SLA achievement. - Provide focus, leadership, and support to field operations management. - Collaborate with the control tower to identify and leverage synergies. - Operational Performance & Continuous Improvement: - Ensure tactical and operational performance aligns with SOPs and SLAs agreed upon with the client. - Lead analysis and implementation of corrective actions as needed within the region. - Manage market monitoring within the region to mitigate risks and provide advisory support. - Drive continuous improvement through the use of First Choice tools. - Commercial Growth & Strategic Execution: - Identify and lead commercial growth initiatives, including service expansion, modal shifts, and digital pilots. - Use market intelligence and customer insights to position DHL as a proactive, data-driven supply chain partner. - Accelerate adoption of digital solutions, automation, and sustainability practices to strengthen DHL's value proposition. - Collaborate with countries and global teams to increase SOW, replicate scalable wins across the region. - Strategic Planning & Execution: - Develop and implement a strategy aligned with the client's goals. - Drive the adoption of key technologies. - Liaise with regional counterparts to develop and coordinate cross-regional initiatives. - Financial Management: - Regularly review customer P&L; and support profitable handling of the customer business. - Maintain ownership of Customer across AMER and support AR escalations. - Own and monitor the full regional P&L; for the client account, ensuring revenue growth and margin protection. - Conduct profitability diagnostics across countries and lead action plans to address gaps. - Guide countries in reducing cost-to-serve through operational excellence, digital levers, and strategic trade lane management. - Support pricing governance, quote validation, and RFQ processes to ensure sustainable profitability. - Pricing Support & Supervision: - Provide support to RFQ/RFI/Pricing processes. - Monitor commercial rates within the region. - Monitor the management of quotes for sea shipments. - Actively work with TM/RDM in carrier selection and management for the customer's business. - Governance, Reporting & Compliance: - Lead Quarterly Business Reviews and tactical governance (T2Ts); maintain SOPs and SLAs. - Deliver clear, actionable dashboards and reports to internal and external stakeholders. Establish and maintain clear governance frameworks for SLA tracking, SOP compliance, root cause analysis, and escalation protocols. - Drive a data-to-action culture through consistent, value-driven reporting—leveraging dashboards to track shipment performance, profitability, delays, and customer escalations. - Ensure SOPs, COPs, and service level commitments are updated, enforced, and integrated into operational routines at all levels. Qualifications - 4-year university education or equivalent. - Minimum 5-10 years of experience in the industry. - Completely bilingual (English - Spanish). - Advanced knowledge of Freight Forwarding and cargo operations. - Detailed knowledge of the DGF Network, Standards, Systems and IT Capabilities. - Commercial Acumen. - Customer Engagement. - Strategic Thinking.