We are seeking a seasoned professional to fill the role of Customer Operations Manager, Americas region. This is an exciting opportunity for someone with strong leadership skills and experience in managing complex supply chain operations. This individual will serve as the single point of contact, ensuring seamless interaction between customers and DHL teams at the regional level. They will drive tactical and operational performance, lead customer-specific initiatives, and supervise the flow of cargo. The ideal candidate will have a deep understanding of freight forwarding and cargo operations, as well as advanced knowledge of the DGF Network, Standards, Systems, and IT Capabilities. They will also possess excellent commercial acumen, customer engagement skills, and strategic thinking abilities. Key Responsibilities: - Manage Customer Relationships and Interactions: - Serve as a single point of contact, managing multiple interactions in customer and DHL teams at the regional level. - Develop business relationships at all levels to ensure a seamless strategic partnership aligned with client strategy. - Deepen strategic partnerships across functional and executive levels to align DHL solutions evolving needs. - Lead and Supervise Operations: - 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. - Drive Operational Performance & Continuous improvement: - Ensure tactical and operational performance aligns with the SOPs and SLAs agreed upon with the client. - Leading 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: - 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 and 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 and supervision: - Provide support to RFQ/RFI/Pricing processes: - Monitor commercial rates within the region. - Monitoring 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. We offer a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment that encourages collaboration and innovation. If you are a motivated and results-driven individual with a passion for delivering exceptional customer service and driving business growth, we encourage you to apply for this exciting opportunity.