What are the responsibilities and job description for the Customer Program Manager position at DHL Global Forwarding?
Job Title: Customer Program Manager
Job Location: Brisbane, California
The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.
Key Responsibilities:
Benefits (All Non-Union Employees)
At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.
Be part of DHL Group, the world’s leading logistics provider, operating in 220 countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000 employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.
Equal Opportunity Employer
DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.
Work Authorization
Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.
Job Location: Brisbane, California
The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.
Key Responsibilities:
- Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs
- Monitor customer performance, satisfaction levels, and proactively resolve service issues
- Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
- Ensure consistent communication on shipment status, escalations, and service improvements
- Oversee end-to-end shipment execution (import/export) across air and/or ocean freight
- Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
- Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
- Drive operational efficiency, cost control, and productivity improvements
- Manage customer-specific SOPs, ensuring alignment across all stakeholders
- Identify operational gaps and implement continuous improvement initiatives
- Support implementation of new business, transitions, or customer onboarding
- Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)
- Support revenue and profitability targets through cost control and operational efficiency
- Monitor shipment profitability, accessorial charges, and billing accuracy
- Collaborate with Finance/AR teams to resolve disputes and improve cash collection
- Work closely with Sales, Key Account Management, and Product teams to support growth
- Act as the voice of the customer internally, ensuring alignment across functions
- Coordinate with regional/global teams for multinational customer programs
- Lead and develop Customer Operations specialists or coordinators
- Set clear performance objectives aligned to KPIs and customer expectations
- Promote a customer-centric, high-performance culture
- 5–10 years of freight forwarding/logistics experience (AFR/OFR preferred)
- Strong knowledge of end-to-end forwarding operations and customer processes
- Proven customer management and stakeholder engagement skills
- Ability to manage escalations and drive resolution under pressure
- Strong analytical and problem-solving capabilities
- Proficiency in logistics systems (e.g., CargoWise or similar)
- Excellent communication and presentation skills
Benefits (All Non-Union Employees)
- Compensation: Competitive base salary plus role dependent performance-based incentives.
- 401(k) Match: $1-for-$1 match up to 4% quarterly 2% annual base contribution.
- Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
- Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
- Vision: Optional coverage for exams, frames, and contacts.
- Dental: Optional coverage for preventive, basic, and major services.
- Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.
At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.
Be part of DHL Group, the world’s leading logistics provider, operating in 220 countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000 employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.
Equal Opportunity Employer
DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.
Work Authorization
Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.
Salary : $105,844 - $141,125