Senior Product Manager, e-Commerce Programs (Global Customer Operations)

DHL Express - a company that connects people! What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World’s Best Workplace by Great Place to Work and Fortune Magazine, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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. Start YOUR career with DHL today... DHL Express Global Head Office has an opening for a Senior Product Manager, Global Customer Operations based in Singapore . This role is intended to support the DHL Express FOCUS strategy including the Compliance and e-Commerce growth agenda projects. With the objective to: Deliver and deploy a world-class Customer facing digital platform product. Oversee and drive network deployment, extensive Agile UAT testing, and beta pilot testing of new e-Commerce services across Operations, Customs, Customers, and facilitate any cross-functional touchpoints needed. This role joins the Global e-Commerce Customer Programs team in actively deploying the Product with the regional and country teams, driving enhancements in Customer Experience. The work is agile in nature, progressive, dynamic, fun, and involves network-wide deployment preparation, UAT and Beta testing, and hypercare with countries and regional business teams. Specifically, the areas of support will include the following: Global Customer Contact Platform Product deployment as business lead. Countries onboarding and use case development. First level sign off in onboarding process and fit into platform. Customer notification and Customer Portal templates management. Pre-deployment activity to drive network readiness for go-live with new features. Managing Customer Experience sign-offs pre-UAT and production product releases. Driving Customer Experience audits, followed by further country deployment activities in the next product phases. Reporting insights and analytics towards process, people or technology enhancements. The role is responsible for overseeing and driving: Product Requirements gathering, Operations process validation vs SOP with seasoned subject matter experts, Tech solution design, Pre-Deployment, UAT, beta testing, and business deployment preparation for deploying the platform set-up across: A] Execution towards full deployment of new Product/Service releases globally New Product or Service change request progress management and moving CRs through backlog continuously. Lead new Requirements global process assessment, rejection and approval process. New features training materials creation and communications. New features global network-wide communications needed. UAT test case creation, all testing follow-up, and pilot country rollout planning. Hypercare and Global Reporting activities. B] New Product Enhancements supporting role Consolidate any product enhancements to the Product development lead from onboarding workstream requests, testing, or hypercare. Roadmap endorsement case support work with global leader and DHL customer-facing team [Sales/ Customer Operations Group/ customer-facing technical team). Support stakeholders in positioning, addressing customer feedback back into the program. Drive execution efforts. How will you contribute to the success of DHL? Customer Represent DHL Express to present the solution concept, objectives, and benefits to customers as required. Provide insights and inputs at these sessions to reassure customers or take responsibility for follow-up actions required. Ability to support the development of a solution to the customer’s situation at hand. Ability to translate Customer requirements into actionable plans vs product development. Manage and negotiate with DHL Express global consultants/vendors to ensure viable business changes/solutions. Respond to and provide counsel to cross-functional stakeholders as maybe needed on upcoming new onboarding or feature release. Ensure timely and detailed communications and actions are shared with the right parties till resolution. Process Ensure onboarding customer process is outlined and understood. Deal with incoming queries from customer or Customs gateway/hub teams. Coordination of the customer deployment and execution of program new service. Communication: Ensure all programs and initiatives direction and progress is communicated to all stakeholders. Identify and highlight best practice and non-compliance fields and areas via the product and Customs OPS scorecard. Product and Customer Reporting – facilitate creation of automated dashboards as needed. Conduct deep dives to assemble the data and diagnose the problem. Identify the right root causes and engage the Network to review, agree and commit to a plan of action. Hold responsible Network party accountable for action and follow up. Closing the Service Quality Loop: Ensure recurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution. Communicate unresolved escalations to the relevant business owner’s attention for further actions. Do you have what it takes? University Degree in Logistics , Business management, Economics, Technology/User Experience design, E-Commerce, or equivalent industry experience in a related field. Minimum of 8-10 years of relevant working experience (preferably at least 4-5 years of experience in team management across either Product or service development, e-Commerce, or Agile/UX projects). Regional or global experience are advantageous. Background/passion around e-Commerce Logistics is a plus. Customer Experience Obsession: Start with the customer and work backwards while maintaining balance vs DHL Express landscape and Strategic Focus priorities. Digitalization exposure – training/knowledge/agile or lean projects would be helpful. Proven experience with small, medium, or large scale projects or program planning or management experience. Proven experience with working closely with stakeholders to understand requirements and propose solutions. Technical skillsets in the following would be beneficial: Proficient with Data Visualization tools (eg.Tableau/Power BI). Develop functional data visualization / dashboards with Reporting experts. Competency segment ‘Business’: Analysis: Analyses written and numerical/statistical information accurately. Considers all relevant information before drawing conclusions. Assesses feasibility, identifies patterns and trends in data. Makes rational decisions and recommendations. Always find ways to simplify. Sufficiently confident with analytics tools to easily identify patterns and report risks to fix or mitigate with Product enhancements if required. Dive Deep: Stay connected to the details, audit frequently, and connects the dots when metrics and anecdote differ. Planning & Organizing: Attend to all Customer requirements/requests at the right time, sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools. Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty and consults actively as necessary without making assumptions. Anticipates impact of decisions and plans how to manage risk. Competency segment ‘Leadership’: Maximising Individual Performance: Give clear directions and ensures all details are provided by stakeholders in time to execute on deliverables. Enforces quality standards and agreed-upon commitments. Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Competency segment ‘Personal’: Ability to Influence: Persuades others to own point of view based on analytics. Defends position assertively. Wins co-operation from others. Communication: Communicates clear and concise written summaries of analysis provided. Strong ability to quickly isolate and articulate areas of improvement and opportunity. Establishes information by asking, clarifying, and probing. Listens attentively. Always find ways to simplify. Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered. Mindset - Drive and Resilience: Demonstrate energy and enthusiasm. Shows a high level of commitment to objectives and results. Is resilient, recovers quickly from setbacks. Maintains performance under pressure. Growth mindset. Lateral (not linear) thinker – able to use indirect and creative methods to think outside the box and see problems from new angles, connecting the dots across discussions and metrics to recommend the right solution or course correct. 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. DHL Express Singapore Pte. Ltd. Aperia, 10 Kallang Avenue, Tower 2 11-10/18 339510 Singapore DHL Express GHO (SG Office) DHL Express Singapore Pte. Ltd. Aperia, 10 Kallang Avenue, Tower 2 11-10/18339510 Singapore #J-18808-Ljbffr