Senior Manager, CS Quality, Program & Performance, Global & APEC

Hong Kong SAR DHL Express req80186 25/06/2019

Reporting to the Global & APEC Head of CS Quality, Program & Performance, you will design, develop, and implement customer service initiatives globally across the network, specifically on CS revenue programs, service quality improvement initiatives, monitor and analyze CS performance and provide cross-functional support to ensure best-in-class service is delivered to DHL customers at every CS touch points.


  • Design, develop and implement CS programs (such as toolkits, guidelines and curriculums) to align with CS roadmap
  • Lead responsibility for the successful delivery of CS projects (on time, within budget and right quality)
  • Coordinate with the region/countries to gather requirements to shape global customer service programs & projects
  • Create and facilitate Certified International Specialist (CIS) CS curriculum to support new hire onboard/staff training and continuously improve learning experience
  • Measure, monitor and track CS metrics at Global, regional and country levels
  • Develop and implement performance metrics to improve operational efficiency
  • Analyze root causes of business problems and recommend corrective actions
  • Develop and ongoing management of CS KPI dashboard and analytics work
  • Being subject matter expertise and provide optimal solutions to achieve operational and financial goals at regional and country teams
  • Understand regions/countries business requirements and assist to identify/make recommendations to support the business
  • Manage the programs of work and have regular communications with key stakeholders to ensure that management is aware of project updates
  • Drive cost & productivity management from a global and regional perspective based on overall business direction (e.g. best in class sizing and productivity goals)
  • Ensure all project deliverables are delivered on schedule, within budget and meet the business requirements of Global office and regional stakeholders


  • Tertiary Education in data science
  • Experience in the Express/Logistics industry would be advantageous
  • Worked in service industry with demonstrated strong leadership and business acumen
  • Excellent spoken and written English
  • Demonstrated strong project and stakeholder management experience
  • Proven skills and knowledge in design and deliver effective learning and development methods
  • Strong analytic skills and demonstrated experience in in performance analysis/reporting
  • Advanced Microsoft Excel level/SQL reporting
  • Experience in a global or regional role would be advantageous
  • Worked in multinational/ multicultural environment

Facts and Figures

  • Business Unit

    DHL Express Hong Kong

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required