Director, Global Customs, Design & Implementation

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. DSV does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our website, employees, or Human Resources. DSV will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of DSV and will be processed accordingly without fees. Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.