Job Description

Owns end-to-end shipment monitoring and milestone visibility Drives Hypercare and Proactive Escalation routines Maintains customer dashboards and exception logs Direct point of contact for assigned strategic accounts Engages with stations and gateways to resolve issues pre-emptively Leads resolution and root cause analysis on service failures Escalates performance risks to Customer Operations or Stations Accountable for customer experience and SLA performance across all three pillars Drives cross-functional alignment Owns escalation resolution across Control Tower and Implementation scope Guides regional/global dashboards, cost-to-serve transparency, and myDHLi Owns end-to-end shipment monitoring and milestone visibility * Ensures global alignment for tiered customer delivery