Manager LSHC, Customer Operations APEC

Join the Most International Company in the World - DHL Express Singapore

Would you like to join the world’s most international company? At DHL Express, we have been pioneering cross-border express shipping since 1969, connecting people and businesses in over 220 countries and territories. We don’t just deliver parcels - we deliver possibilities. If you want to make an impact that matters, join our Insanely Customer-Centric team today! Explore exciting opportunities at https://careers.dhl.com/global/en.

DHL Express Singapore is proud to be certified as a best workplace in Singapore since 2017 and ranked No.1 from 2020 for five successive years by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 1,500 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

As the Manager LSHC (Life Sciences & Healthcare), Customer Operations APEC, your role purpose is to:

Deliver Operational Solutions & Customer Programmes

Support Business Growth Through Execution Excellence

Manage Strategic Customer Portfolios

Enable Cross‑Functional Delivery

Operate Within Strong Governance & Standards

YOUR TASKS

Project & Implementation Delivery

Lead defined Customer Operations Group (COG) Tag Team projects and customer implementations to support new business and growth initiatives.

Translate approved solution requirements into executable action plans and implementation activity.

Manage timelines, risks, issues, and dependencies, escalating when required.

Strategic Customer Programme Management

Own programme management for assigned strategic customer portfolios.

Run regular operational governance routines including reviews, action tracking, and performance reporting.

Identify opportunities for service improvement and operational optimisation.

Customer‑Facing Operational Leadership

Represent Customer Operations in customer operational meetings, reviews, and solution discussions.

Manage operational issues, service challenges, and improvement actions with professionalism and ownership.

Support customer confidence through proactive communication and follow‑through.

Cross‑Functional Coordination

Coordinate delivery activities across Operations, IT, Customs, Customer Service, CX, and Commercial teams.

Ensure clarity of roles, handovers, and responsibilities across functions.

Support smooth transition from implementation into business‑as‑usual operations.

Governance, Quality & Continuous Improvement

Apply defined standards, SOPs, and governance frameworks consistently across projects and customers.

Track and report delivery progress, risks, and outcomes.

Capture lessons learned and contribute to playbooks, best practices, and capability improvement.

WHAT YOU BRING

Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related discipline.

At least 5 years of experience in Operations, Customer Operations, Program / Project Management, or service delivery roles within a complex, matrix or multinational environment.

Proven experience delivering operational projects, customer implementations, or ongoing customer programmes against defined standards and governance frameworks.

Demonstrated ability to work cross‑functionally across Operations, IT, Commercial, Customs, Customer Service, and enabling teams to deliver agreed outcomes.

Experience managing day‑to‑day operational relationships with customers, including service performance review, issue resolution, and continuous improvement.

Solid understanding of operational processes, service KPIs, and solution handover into business‑as‑usual operations.

Strong organisational and coordination skills, with the ability to manage multiple priorities, dependencies, and stakeholders simultaneously.

Experience operating within structured governance environments, including risk management, status reporting, and escalation.

Professional certifications in Project Management, Lean, Six Sigma, Change Management, or similar disciplines are beneficial but not essential.

Prior experience working in the Life Sciences & Healthcare (LSHC) industry or in a related field (knowledge of GDP etc) will be a strong advantage

WHAT WE OFFER

Career development with a global market leader internationally.

Comprehensive learning and development programs.

Inclusive workplace culture.

Competitive benefits and wellness initiatives.

Recruitment Fraud Alert: DHL Express Singapore will never request payment or personal/financial information from applicants or employees at any stage of the recruitment process. Any such request should be treated as fraudulent. All email correspondence will be sent from the official DHL domain e.g. name@dhl.com. Protect yourself by verifying job offers and communications. Your safety is important to us.