Senior Director, CCS

About the role

DHL is seeking a Senior Director for its Customer Contact Services (CCS) to shape and execute the customer experience strategy across its global supply‑chain network. The role combines strategic vision with hands‑on operational leadership to drive service excellence, retention and growth.

Key responsibilities

• Define and implement customer‑experience strategies aligned with business objectives, ensuring high satisfaction and retention.
• Oversee end‑to‑end contact‑center operations across all channels, set KPIs, SLAs and governance frameworks to improve productivity, quality and cost efficiency.
• Lead large‑scale operational reviews, identify performance gaps and execute corrective actions.
• Develop senior managers, build succession pipelines and foster an inclusive, high‑performance culture.
• Own the end‑to‑end customer journey, lead cross‑functional transformation projects to eliminate pain points and standardise service delivery.
• Manage budgets, vendor and BPO partnerships, and collaborate with senior stakeholders to ensure compliance, risk control and data‑privacy.

Required profile

• 10‑15 years of experience in contact‑center leadership or operations.
• Proven track record in operational line management within contact‑center services.
• Strong financial management skills with a history of delivering operational results.
• Ability to manage and lead large, multidisciplinary teams.

Required skills

What we offer

• Opportunity to lead a global function within a leading logistics company.
• Competitive compensation and benefits package.
• Professional development and career growth in a dynamic environment.