Join DHL Express Venezuela and play a key role in shaping our growth journey.

As a Customer Service Manager, you will lead the delivery of an exceptional customer experience while driving a culture of continuous improvement across the organization. You will be responsible for leading Customer Service operations, developing high-performing teams, enhancing service quality, and championing First Choice initiatives that strengthen customer satisfaction, employee engagement, and operational excellence.

YOUR IMPACT

Customer Service Leadership

• Lead Customer Service operations, ensuring high levels of service quality, efficiency, and customer satisfaction.
• Drive the achievement of key service KPIs, including Customer Satisfaction, First Contact Resolution, Service Quality, Productivity, and Response Time.
• Develop, coach, and inspire Customer Service teams to deliver a best-in-class customer experience.
• Analyze customer feedback, service trends, and complaint data to identify root causes and improvement opportunities.
• Collaborate closely with Operations, Sales, Customs, Network, and other functions to resolve customer issues and enhance service delivery.
• Ensure compliance with DHL Express global and regional Customer Service standards and best practices.

First Choice & Continuous Improvement

• Lead the local First Choice agenda, ensuring the adoption and sustainability of a continuous improvement culture throughout the organization.
• Facilitate training sessions, workshops, certification programs, and improvement activities related to Lean, Kaizen, and continuous improvement methodologies.
• Identify process optimization opportunities and lead projects that enhance productivity, quality, efficiency, and customer experience.
• Monitor and report the progress and impact of First Choice initiatives through management dashboards and executive updates.
• Act as an internal consultant and coach to leaders and teams in the identification, prioritization, and implementation of improvement initiatives.
• Foster employee involvement in initiatives focused on improving customer and employee experiences.

Employee & Customer Experience

• Promote initiatives that strengthen the connection between employee engagement and customer satisfaction.
• Support programs such as Employee Opinion Survey (EOS), Certified International Specialist (CIS), and other cultural and engagement initiatives.
• Drive cross-functional collaboration and the sharing of best practices across the organization.
• Lead action plans to improve employee engagement, customer loyalty, and overall organizational performance.

Governance & Reporting

• Prepare and present executive reports, trends, and performance analyses related to Customer Service and First Choice.
• Manage budgets, resources, and action plans associated with the areas under responsibility.
• Ensure compliance with corporate policies, internal procedures, and DHL quality standards.

WHAT YOU BRING TO THE ROLE

Education

• Bachelor's Degree in Business Administration, Industrial Engineering, Marketing, Management, or related fields.
• Postgraduate studies or certifications in Customer Experience, Quality Management, Lean, or Continuous Improvement are desirable.

Experience

• Minimum of 5 years of experience in Customer Service, Customer Experience, Operations, or related areas.
• Proven experience leading and developing teams.
• Experience managing continuous improvement, operational excellence, or transformation projects.
• Knowledge of Lean, Kaizen, Six Sigma, or similar methodologies is highly valued.

Languages

• Advanced English proficiency, both written and spoken.

Core Competencies

• Customer Centricity
• Continuous Improvement Mindset
• Leadership & People Development
• Strategic Thinking
• Problem Solving & Root Cause Analysis
• Stakeholder Management
• Results Orientation
• Communication & Influence
• Change Management
• Collaboration

Skills & Certifications

• Customer Experience Management
• Service Quality Management
• Lean & Continuous Improvement
• Process Optimization
• Data Analysis & Reporting
• Root Cause Analysis
• Project Management
• Change Management
• Voice of Customer Programs
• Six Sigma (Desirable)