DHL Express currently has an opening for a
Senior Manager, Brokerage Customer Experience in our National Office in
Brampton, ON. As the Senior Manager, Brokerage Customer Experience, you will lead the delivery of best-in-class customer service across brokerage operations, including the Broker Notification Group and Brokerage Queue Line.
This role is responsible for driving customer satisfaction, operational excellence, and continuous improvement through effective leadership, process optimization, and the use of enabling technologies. You will work closely with cross-functional partners to enhance service delivery, improve efficiency, and create a consistently high-quality customer experience.
Key Responsibilities Leadership & Team Development - Lead, coach, and inspire a high-performing team to achieve service, quality, and productivity goals
- Foster an inclusive, respectful, and engaging team environment where all individuals can thrive
- Support ongoing development through coaching, feedback, and growth opportunities
Customer Experience Excellence - Drive best-in-class customer experience across brokerage service interactions
- Champion a customer-centric culture focused on quality, responsiveness, and consistency
- Gather and leverage customer feedback to inform service improvements
Operational Performance & Continuous Improvement - Evaluate and enhance customer contact handling processes to ensure efficiency and effectiveness
- Identify and implement process improvements aligned with evolving business needs
- Benchmark processes and systems against industry standards to ensure competitive service delivery
Stakeholder Collaboration - Partner closely with Brokerage leadership and cross-functional teams to improve processes and outcomes
- Ensure timely and high-quality communication with internal stakeholders and external partners
Performance Management & Reporting - Develop and maintain regular performance reporting in collaboration with support teams
- Monitor key performance indicators (KPIs) and drive accountability for results
- Use data and insights to guide decision-making and continuous improvement
Key Deliverables - Enhancement and optimization plan for customer contact handling processes and tools
- Successful implementation and adoption of an email management system
- Consistent and actionable performance reporting framework
Qualifications & Experience - Bachelor's degree in Business, Supply Chain, Logistics, or a related field, or equivalent experience
- Progressive leadership experience in customer experience, brokerage, logistics, or a related operational environment
- Proven ability to lead, coach, and develop diverse, high-performing teams
- Strong customer-focused mindset with a track record of improving service quality and satisfaction
- Demonstrated analytical and problem-solving skills, with the ability to interpret data and drive decisions
- Experience leading process improvement and operational efficiency initiatives
- Familiarity with customer contact management systems, workflow tools, or queue-based environments
- Strong project management skills, including planning, execution, and stakeholder alignment
- Excellent communication and interpersonal skills, with the ability to influence across all levels
- Ability to manage multiple priorities in a fast-paced, dynamic environment
- Financial and business acumen to balance service excellence with cost effectiveness
- Experience collaborating with cross-functional partners and external vendors
- Continuous improvement mindset; experience with Lean, Six Sigma, or similar methodologies is an asset
- Knowledge of customs brokerage processes or international logistics is considered an asset
- Proficiency with Microsoft Office tools and reporting platforms
Thank you for your application. Those selected for an interview will be contacted.
