Location: USA - Kent, 228th St South Division: Group Job Posting Title: Director, Global Customs, Design & Implementation Time Type: Full Time Role purpose We are looking for a senior, highly experienced leader to build and lead the Global Customs Design & Implementation function. This role owns the global methodology, governance framework, and execution quality for all customer implementations across Global Customs. The Director acts as the strategic owner of end-to-end solution design and implementation delivery, ensuring that customer requirements from RFI/RFQ through go-live are translated into clear, executable, and scalable solutions. The Director also directly leads implementations for high-visibility, high-complexity global customers, serving as the senior point of accountability. In addition to handling strategic implementations, the Director will lead a team of E2E Implementation Managers, provide senior stakeholder alignment, and drive continuous improvement of the global implementation approach. The ideal candidate combines strong leadership, deep operational/technical understanding, and the ability to influence at senior levels across the organization. Key responsibilities Leadership & Governance - Lead, mentor, and develop a team of E2E Implementation Managers. - Build and own the global Design & Implementation methodology, standards, and best practices. - Define governance structure for implementation delivery, project controls, documentation, and stakeholder management. - Establish quality assurance mechanisms across all projects to ensure global consistency. - Drive alignment between Global Customs, regions, IT, product, BI, legal, and commercial teams. - Manage workload distribution, prioritization, and capacity planning for the team. - Represent the function in senior management forums and provide strategic guidance. Strategic Solution Design - Lead solution design for high-complexity, global customers and strategic pursuits. - Review and approve solution blueprints created by team members. - Ensure solution consistency, technical feasibility, cost alignment, and operational viability. - Support commercial teams with solution strategy, scope definition, and customer presentations. - Validate that all proposed solutions reflect global standards and realistic delivery capability. - Identify structural service gaps and feed them into the global gap management process. Execution of High-Complexity Implementations - Personally lead high-visibility and large-scale customer implementations. - Act as senior single point of contact for strategic customers. - Manage executive-level customer communication, steering committees, and escalations. - Oversee cross-regional mobilization, ensuring smooth execution across multiple countries and functions. - Drive resolution of complex technical, operational, or compliance challenges. - Ensure delivery is aligned with customer commitments and contract scope. Go-Live & Hypercare Performance - Provide leadership support during go-live for high-complexity implementations. - Ensure that all customer-facing activities during early life are coordinated and professionally managed. - Drive rapid issue resolution, escalating cross-functional support where needed. - Validate that all contracted performance, reporting, and service requirements are functional and stable. - Ensure a clean, documented, and verified transition into steady-state operations. Internal Collaboration & Continuous Improvement - Act as the senior link between Global Customs Commercial, Global IT, Regional Ops, and Product teams. - Identify patterns, root causes, and systemic issues across implementations. - Drive continuous improvement initiatives to strengthen global delivery capability. - Maintain and enhance standard templates (project plans, SOPs, reporting structures, UAT scripts, etc.). - Provide feedback into solution design guidelines and tender processes. - Support capability development and training for internal teams. Profile We are looking for a senior leader with deep operational and technical understanding, strong implementation experience, and the ability to influence and manage complex global stakeholders. The right candidate is decisive, structured, customer-centric, and comfortable leading end-to-end delivery in a global and fast-changing environment. Preferred experience - 10+ years of experience in customs, logistics, supply chain, or similar operational environments. - Proven leadership experience managing high-performing teams in multinational settings. - Demonstrated success delivering large-scale, complex customer implementations. - Strong understanding of data, reporting, system integrations, and control tower concepts. - Experience driving governance, project controls, and scalable methodologies. - Strong senior stakeholder management and customer-facing capabilities. - Ability to navigate ambiguity and bring structure to evolving or undefined environments. - Familiarity with commercial processes (RFI/RFQ solutioning) is a plus. What success looks like - High-complexity customers experience a professional, senior-level implementation with clear accountability. - Implementation quality improves globally through standardized methodology and governance. - Team members are well-coordinated, supported, and performing at high levels. - Project risks are identified early and resolved proactively. - Go-lives are stable, predictable, and aligned with contracted performance. - Customer satisfaction and trust increase across key accounts. - Internal stakeholders experience fewer handovers, clearer ownership, and improved delivery confidence. - A repeatable, scalable implementation framework becomes the global standard. Other Global scope across all regions. Travel expected based on strategic customer engagements and project needs. Role requires strong cross-functional leadership and the ability to drive alignment at senior levels. For this position, the expected base pay is: $176,200 - $264,000 / Annual. Actual base compensation will be determined based on various factors including job-related knowledge, skills, experience, geographic location and other objective business considerations. DSV provides a comprehensive package of health benefits including: medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long-term disability coverage, and wellness resources to support your overall well-being. In addition, our 401(k) plan offers company-matching contributions up to 5% to help you build a secure financial future. To support a healthy work-life balance, DSV also offers generous paid time off, paid holidays, and additional floating holidays. Kent