Job Title: Manager Customer Operations - AMER Location: Any LATAM Country Description: The Manager of Customer Operations for the Americas region is responsible for managing the complexity of supply chain products and services. This role acts as a 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. This includes financial oversight, fostering strong relationships with stakeholders, and continuously improving operational processes to meet and exceed customer expectations. Main Responsibilities: 1. 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. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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.