Global Customer Program Manager

Job Title: Global Customer Program Manager

Job Location: Flexible/Hybrid – candidate must be based within reasonable commuting distance of a DGF location (US)
 

The Global Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations and driving global customer initiatives across regions, countries, and functions.

This role ensures consistent global execution, high service quality, operational efficiency, and strong customer satisfaction across air freight services.

The position acts as the primary bridge between the customer, operations, commercial teams, and regional stakeholders, establishing global standards, aligning priorities, and leading worldwide implementation, execution excellence, and continuous improvement.
 

Key Responsibilities:


* Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs


* Monitor customer performance, satisfaction levels, and proactively resolve service issues


* Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams


* Ensure consistent communication on shipment status, escalations, and service improvements



* Oversee end-to-end air freight shipment execution (import/export)



* Ensure compliance with DGF operational standards, SOPs, and regulatory requirements


* Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution


* Drive operational efficiency, cost control, and productivity improvements



* Manage customer-specific SOPs, ensuring alignment across all stakeholders


* Identify operational gaps and implement continuous improvement initiatives


* Support implementation of new business, transitions, or customer onboarding


* Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)



* Support revenue and profitability targets through cost control and operational efficiency


* Monitor shipment profitability, accessorial charges, and billing accuracy


* Collaborate with Finance/AR teams to resolve disputes and improve cash collection



* Work closely with Sales, Key Account Management, and Product teams to support growth


* Act as the voice of the customer internally, ensuring alignment across functions



* Own global program governance and operational performance for assigned customers, aligning regional and country organizations around common priorities, SOPs, KPIs, SLAs, escalation processes, and improvement initiatives to ensure consistent execution across the global network.


* Provide functional leadership to regional and country Customer Operations teams supporting assigned global accounts, establishing common priorities, performance expectations, and ways of working.



* Set clear performance objectives aligned to KPIs and customer expectations


* Promote a customer-centric, high-performance culture

 

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