Senior Product Manager (Shipper Solutions) @ DHL Group

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We are looking for a Senior Product Manager (Shipper Solutions) based in Cyberjaya, Malaysia, Singapore or Bonn, Germany.

Role Purpose

Manage, support and drive programs and projects within the Shipper Solutions domain, developing a deep understanding of current import and return shipping processes and translating these insights into consistent, best-in-class customer experiences across DHL Express digital shipping channels.

Working across regions and countries, drive the definition, development and deployment of fit-for-purpose shipper product solutions that deliver a best-in-class shipper experience. Manage a team of approximately 20–25 internal and external resources, leading initiatives from concept and requirements gathering through to successful production implementation while ensuring delivery quality, adherence to timelines and stakeholder alignment. Gather new business requirements and deliver capabilities that enhance shipper solutions while continuing to drive existing functionality and processes.

Throughout these initiatives, maintain clear, effective and regular communication with key stakeholders, senior management, business units, technical teams, partners and customers on solution status, reference materials, app store ratings and roadmap planning.

How will you contribute to the success of DHL?

• Seek and identify opportunities to enhance the customer experience by working closely with the Reporting & Insights and Voice of Customer (VoC) teams, leveraging customer feedback, behavioral insights.
• Own Import and Returns as two key capabilities in the Shipping Products portfolio, accountable for their vision, roadmap, business case and outcomes.
• Map the current-state landscape for both capabilities across the current shipping tools, identifying gaps, pain points and inconsistencies.
• Ensure agreed change requests, enhancements, content updates, and other key deliverables are implemented on time, with appropriate quality controls and governance, to continuously enhance the end-to-end customer experience
• Contribute to the domain roadmaps and program standards setting.
• Work with DHL Express customers, suppliers, the Express functions and other DPDHL business units as directed to establish objectives and ensure that programs and strategy are delivered to agreed time and quality.
• Regular communication with key stakeholders, business units, and leadership regarding solution capabilities, status, reference material and roadmap planning to ensure awareness of all activities pertaining to shipper solutions.
• Development and maintenance of support and promotional material/assets for customer, sales and local IT teams.
• Training and solution overviews developed and conducted as needed.
• Assess the impacts (process, organization, system, dependency, priority) associated with technology and process changes; in light of that analysis, ensure seamless implementation of technology change.
• Drive alignment of business process, standards, and shipper EGAP solutions across the functions, regions and countries.
• Operate with autonomy within the confines of the overall program strategy to drive effective change, utilization and optimization of solutions.

Do you have what it takes?

• Bachelor’s or master’s degree in computer science, Information Systems, Engineering, Business Administration or a related discipline.
• Minimum 8+ years of progressive experience in IT, digital products, product management or solution delivery.
• Proven track record of taking features from requirements through to production in Agile environments. Hands-on experience with backlog and requirements management tools such as Jira and Confluence.
• Proven knowledge and handling of project and program management methodology and techniques.
• Established background in business and business process analysis with emphasis on the shipper and receiver experience.
• Strong understanding of import and cross-border shipping processes, such as import accounts, duties and taxes, Incoterms and customs documentation.
• Strong cross-domain/cross-functional understanding, including but not limited to Operations, Customer Service and Commercial; good understanding of how the shipper/receiver experience impacts or is impacted by these domains.
• Strong leadership, organization and management skills.
• Ability to manage difficult and strenuous scenarios including the potential rejection or deferment of request from stakeholders, regions/countries and other domains; ability to manage change in a high pressure environment.
• Very strong analytical thinking, systems thinking and problem solving skills with a proven ability to find innovative ways to resolve problems.
• Energetic, enthusiastic, results-oriented; capable of adding significant value to the existing management team and successfully implementing their ideas/concepts.
• Proficient in compiling and analysing data to determine and support decisions and strategies.
• Highly customer oriented.
• Proficient in English, both verbal and written.

Please submit your application along with your CV in English and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, or MBA certificate).

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.

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Recruitment Team