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

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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. Also 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

1. New Product or Service change request progress management and moving CRs through backlog continuously.
2. Lead new Requirements global process assessment, rejection and approval process
3. New features training materials creation and communications.
4. New features global network wide communications needed.
5. UAT test case creation, all testing follow-up and pilot country rollout planning.
6. 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

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?

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.