Customer Care Manager

Job description

At DHL Express Colombia, we are looking for our next Customer Care Manager , a strategic leader passionate about customer experience, people development, operational excellence, and continuous transformation. If you thrive in fast-paced environments, enjoy leading high-performing teams, and are driven by delivering exceptional customer experiences, we would love to hear from you. Your Mission As our Customer Care Manager , you will lead the overall Customer Care strategy in Colombia, ensuring outstanding customer experiences while driving business performance, employee engagement, operational efficiency, and continuous improvement.

What You'll Do 🔹 Develop, implement, and monitor the Customer Care strategy aligned with local, regional, and global DHL objectives. 🔹 Lead, coach, and develop supervisors, specialists, and teams to achieve outstanding performance and engagement. 🔹 Drive customer experience initiatives, managing key metrics such as NPS, Voice of Customer (VOC), Quality, Complaints, Claims, and Traces. 🔹 Lead continuous improvement, Lean, First Choice, automation, and digital transformation projects. 🔹 Ensure compliance with DHL global standards, COE, ISO requirements, and operational governance frameworks. 🔹 Manage the department budget while contributing to revenue growth, cost optimization, and EBIT objectives. 🔹 Partner closely with Operations, Sales, Finance, Customs, IT, HR, and other key stakeholders to deliver business results.

What We're Looking For ✔ Bachelor's degree in Business Administration, Industrial Engineering, International Business, or related fields. ✔ Advanced English proficiency. ✔ Minimum

• 5 years of experience leading Customer Service, Customer Experience, or Operational teams. ✔ Minimum
• 3 years of experience leading leaders and supervisors. ✔ Proven experience managing KPIs, process transformation, and strategic projects. ✔ Strong analytical skills and experience with Power BI, CRM platforms, Contact Center systems, and data analysis tools.

Why DHL Express? At DHL Express, we connect people and improve lives. You'll join a globally recognized organization known for its people-first culture, commitment to excellence, and dedication to creating exceptional experiences for both customers and employees. Ready to make a difference and lead the future of Customer Care? Apply now and become part of a Certified Great Place to Work and the world's leading international express logistics company.