Senior Manager Global White Glove Services (COE)

Location – flexible

DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers' shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor, and also include special transport‑related services.

As the experts in freight forwarding, we deliver 100% assurance to our customers via a mindset that’s always looking ahead to the next commercial opportunity, predicting the potential issue, and anticipating the next global trend.

Because at DHL Global Forwarding, Freight, we’re not simply about freight forwarding. We’re about forward‑thinking ways to connect people and improve their lives.

Job purpose

Senior enterprise leader responsible for building, governing, and scaling an internal White Glove capability that sits agnostically across the DHL organization. The role does not own end‑to‑end delivery, but enables DHL Global Forwarding, DHL Express, DHL Supply Chain, and other business units to deploy consistent, premium, mission‑critical White Glove services transactionally, where required by customer needs.

The mandate is to industrialize White Glove as an enterprise capability, defining standards, talent, tools, and governance, while remaining cost‑neutral to individual business units, unless White Glove is positioned as part of an integrated One DHL end‑to‑end solution for core customers.

Principal accountabilities

• Build and govern a White Glove enterprise capability that can be deployed by any BU.
• Define transactional engagement models for White Glove support across Forwarding, Express, and Supply Chain.
• Establish service standards, inclusions/exclusions, and certification requirements .
• Design a cost‑neutral operating model for BU consumption of White Glove services.
• Enable One DHL end‑to‑end solutions by embedding White Glove where it creates customer value.
• Ensure White Glove services can be rapidly mobilized without duplicating capability across BUs.
• Act as the central owner of White Glove knowledge, training, tools, and playbooks .
• Governance & Standards Leadership defines service scope, standards, certification, escalation, and quality controls.
• Mission‑Critical Service Discipline ensures consistent execution where precision, security, and reliability are non‑negotiable.

Required Skills & Capabilities

• Enterprise‑first mindset with strong neutrality and credibility.
• Highly structured thinker able to separate enablement from execution.
• Strong governance discipline and service quality focus.
• Influential leader capable of driving adoption without authority.
• Calm, decisive presence in high‑risk or customer‑critical situations.
• Pragmatic, value‑driven approach to premium service enablement.

Experience & Other Requirements

• Bachelor’s degree or equivalent.
• 12–18+ years in logistics, operations, or premium service environments.
• Proven experience building shared services or enterprise capabilities .
• Strong understanding of matrix organizations and BU‑neutral operating models .
• Experience designing cost‑transparent or chargeback‑neutral service frameworks.
• Background in mission‑critical, high‑value, or regulated environments preferred.
• Comfortable operating without P&L ownership but with enterprise accountability.

What we offer

Purpose at scale, global remit and visibility, flexible work, inclusive Great Place to Work for all culture, and continuous learning—backed by the resources of the world’s most international logistics company.

Interested in this position? Just click on “Apply”!

Are you curious to learn more about us?

Our official website: DHL Global Forwarding

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We are looking forward to your application.
DGF HR Team#LI-GHO