Customer Program Manager, Air Freight Customer Operations, Asia Pacific

Job Purpose

The Customer Program Manager is responsible for end-to-end execution ownership of a Data Center infrastructure shipments, ensuring secure, prioritized, and on-time delivery to customer data center sites globally.
The role manages live shipment execution across all transport modes, proactively controls flow, resolves exceptions, and serves as the single operational point of accountability from order intake through final Proof of Delivery (POD), in line with customer criticality, DHL SOPs, and contractual service levels.

Key Responsibilities

1. Shipment Int ake & Ownership
. Receive, validate, and confirm shipment orders, ASNs, and execution instructions
. Ensure data completeness, accuracy, and system readiness prior to execution
. Confirm shipment priority, service level, and business criticality
. Maintain end-to-end shipment ownership from release through final POD

2. Transport Planning & Execution
. Plan and execute daily routings aligned with customer site delivery windows
. Select and book approved carriers across air, ground, and multimodal solutions
. Validate transport plans against operational, security, and compliance constraints
. Execute service upgrades, mode changes, or re-routing to protect delivery commitments

3. Flow Control & Prioritization
. Prioritize and resequence shipments based on customer-defined criticality tiers
. Manage shipment flow to prevent congestion, backlog, or downstream disruption
. Coordinate upstream holds or staggered releases when required to protect sites
. Balance volume peaks while maintaining execution stability

4. Exception & Incident Management
. Monitor shipments continuously for milestone deviations and risk triggers
. Classify exceptions by severity and business impact
. Execute predefined recovery playbooks with urgency and discipline
. Coordinate corrective actions with DHL stations, partners, and carriers
. Retain ownership of in-transit issues until full resolution

5. Customer Communication
. Provide proactive, accurate shipment status updates to customer
. Communicate clearly during delays, disruptions, or recovery actions
. Ensure consistent messaging aligned with real-time operational status
. Act as the primary operational point of contact for live execution topics

6. Final Mile & White Glove Execution
. Coordinate delivery appointments with customer data center sites
. Verify readiness of delivery crews, access credentials, and equipment
. Oversee white-glove, high-security, and first-time deliveries
. Monitor delivery-day execution and confirm physical completion
. Ensure timely receipt of electronic and hard-copy PODs

7. Visibility, Reporting & Documentation
. Maintain real-time visibility across all active customer shipments
. Ensure 100% completeness and timeliness of all milestones as defined by customer.
. Track on-time performance, delivery adherence, and recovery effectiveness
. Log incidents, root causes, and outcomes in a structured manner

8. Continuous Improvement & Governance
. Identify recurring operational issues and execution constraints
. Provide evidence-based feedback on SOP gaps or usability challenges
. Escalate systemic patterns through formal governance channels
. Support continuous improvement without impacting live operations

Qualifications & Experience
. Bachelor's degree or equivalent
. 10+ years in international logistics, control tower, or critical operations
. Proven experience managing time-critical, high-security shipments
. Exposure to data center, high-tech, or infrastructure logistics preferred
. Strong execution and prioritization capabilities
. High resilience in fast-paced, exception-driven environments
. Structured problem solving and incident management
. Excellent stakeholder communication skills
. Strong understanding of multi-modal transport operations
. Proficiency in logistics and control tower systems