Service Quality Manager

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DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

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We currently have an opportunity available for a Service Quality Manager in the West Coast. The Service Quality Manager develops and implements business process improvements with the primary objective of ensuring the customer receives the highest level of service; establishes programs, metrics, and standards utilizing First Choice or similar methodologies; recommends process design changes and identifies opportunities to improve existing procedures and related tools to meet the requirements of an evolving workflow process; and leads multi-functional teams to implement process improvement initiatives.

Salary-$103,125-137,500

Key Responsibilities:

• Trade Lane Management and Review - Coordinate actions between Field/Gateway/Hubs
• Daily / Weekly Follow Up With Lowest Performing Stations
• Follows all Field and Network Delays and Ensures Contingencies are in Place to Maximize Service
• Daily Review On Route Undeliverable(s) and Delivery Exceptions; ensure Checkpoint Compliance & Integrity are Enforced
• Regular Station Reviews to Validate Process and KPI Compliance. Present Findings to Management for Correction
• Source for Training and Support for Source For OPMs / PAT / WEBSAM / QSMS / Excel Questions
  
  
  

Tasks:

• Assists 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.
• Collects, organizes, monitors, and evaluates operational, service, and performance data through automated reporting and regular communication to management and business units, identifying trends and areas for improvement.
• Performs data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions.
• Develops reports to detail the approval, implementation, and maintenance of all process improvement project plans. Builds and maintains databases and works with Information Systems to ensure system stability.
• Develops and maintains an internal procedural audit program for service and compliance. May provide functional guidance, advice and/or training to less-experienced business process improvement professionals.
• Operates with considerable latitude. May develop solutions to non-routine issues, without appreciable guidance from others.
• Reaches decisions under conditions of uncertainty
• May direct major projects or programs with significant business impact within department, area, and business unit. Errors in judgment or failure to achieve objectives would result in significant program delays and sizeable expenditure of resources to rectify
• Possesses extensive knowledge in specialty area. Routinely called upon to apply comprehensive knowledge of existing and emerging technologies, practices, and processes. Primary contribution is in applying knowledge (product, industry, professional, technical doing individual contributor work. Provides input in development of operating plans/budgets
• May lead others in developing innovative solutions to important, highly complex strategic and operating problems; cross-department considerations are often present. May contribute to employees' professional development
  
  
  

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• 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 Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities
  
  
  

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: [1] [1] https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.