Job Description: Manager Customer Operations - AMER

Job Location: Any LATAM Country

Role Description:

Responsible for managing the complexity of supply chain products and services within the Americas region. This role acts as the single point of contact, ensuring seamless interaction and coordination between the customer and DHL teams. The manager drives tactical and operational performance, ensures compliance with Service Level Agreements, leads customer-specific initiatives, and supervises the flow of cargo. Additionally, the role involves financial oversight, fostering strong relationships with stakeholders, and continuously improving operational processes to meet and exceed customer expectations.

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, 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 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.
• 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.
  
  
  

Key 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.