Senior Director, CCS
About the role
About us
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.
Responsibilities
Strategic Leadership: Define and execute customer experience strategies aligned to business goals, driving service excellence, satisfaction, and retention.
Operational & Performance Excellence: Oversee end-to-end contact center operations across all channels; establish KPIs, SLAs, and governance frameworks to optimize productivity, quality, and cost. Lead large-scale operational reviews and corrective actions to address performance gaps and risks.
Leadership & Talent Development: Lead and develop senior managers, build succession pipelines, and foster a high-performance, accountable, and inclusive culture.
Customer Journey & Process Improvement: Own and enhance the end-to-end customer journey; lead cross-functional transformation initiatives to eliminate pain points and improve service consistency.
Financial, Stakeholder & Risk Management: Manage budgets and vendor/BPO partnerships; collaborate with senior stakeholders to resolve enterprise issues while ensuring compliance, risk control, and data privacy.
Requirements
Experience in operational line management in the contact center services
Strong financial management and delivery of operational results to delight the customer and ensure continuous over delivery of results, both internally and for the customer
Manages and leads teams through expertise in most or all areas within operations
10 to 15 years of experience in contact center leadership / operations environment
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