Sr. Manager, Process InnovationDHL Network Operations (USA), Inc.

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other, and to our global communities. DHL is dedicated to being a great place to work.

Start YOUR career with DHL today…

The Senior Manager, Process Innovation is a strategic leadership role responsible for driving process engineering, digital transformation, and data-driven optimization across Ground and Gateway (GTW) operations. This role is a key contributor to advancing innovation in customs processes, leveraging digital platforms (e.g., EGAP DHL tools) and AI-enabled technologies to enhance efficiency, compliance, and customer experience.

Acting as a prime consultant and change agent, the role influences highly significant matters related to policies, programs, operational capabilities, and long-range strategic objectives. The position partners cross-functionally with NOEP, Fleet, Customs Clearance, and Gateway teams, while working in close alignment with the Senior Industrial Engineer (Americas) to drive enterprise-wide process excellence.

 

Key Responsibilities

Process Engineering & Innovation

• Lead the design, re-engineering, and optimization of end-to-end GROUND and GTW operational processes.
• Develop new applications and solutions grounded in engineering principles, professional methodologies, and business strategy.
• Drive continuous improvement through Lean, Six Sigma, and data-driven methodologies.
• Serve as a trusted advisor and consultant on complex operational and strategic initiatives.

Digitalization & AI Enablement

• Lead digital transformation initiatives across customs, GROUND, and GTW operations, including EGAP DHL tools.
• Identify and implement AI, automation, and advanced analytics solutions (e.g., RPA, predictive analytics).
• Support innovation programs to digitize workflows and improve operational agility and compliance.

Data Analytics & Business Intelligence

• Develop and execute advanced data analytics strategies to support operational decision-making.
• Define KPIs and performance frameworks aligned with business goals.
• Lead initiatives translating data insights into tangible process improvements.

Database & Data Architecture Oversight

• Oversee design, administration, and optimization of large-scale relational and cloud-based databases (SQL Server, Azure, Snowflake).
• Ensure scalability, integrity, and governance of data supporting GROUND, GTW, and customs operations.
• Apply data warehousing concepts and architectures to support enterprise analytics.

ETL / Data Engineering

• Lead and guide implementation of ETL/ELT processes and data pipelines.
• Partner with IT and data engineering teams to ensure efficient data flow and transformation across platforms.

Reporting & Visualization

• Design, develop, and maintain enterprise Power BI dashboards and reporting solutions.
• Standardize business intelligence tools and reporting frameworks for senior leadership visibility.

Cross-Functional Leadership

• Collaborate with NOEP, Fleet, Customs Clearance, and Gateway teams to support strategic initiatives.
• Act as a change leader, influencing stakeholders across multiple levels and regions.
• Partner with the Senior Industrial Engineer (AM) on governance, programs, and process standardization.

Program Leadership & Change Management

• Lead large-scale transformation programs with measurable business impact.
• Serve as change management leader for major initiatives affecting policies, programs, and operational models.
• Establish governance structures for sustainable process improvement and innovation.

 

Qualifications & Experience

Education

• BS/BA in any engineering discipline and 7-10 years of increasingly diverse or complex applications in field of expertise or MS/MA and generally at least 5-7 years of experience in related field. 
• 7–10+ years of progressively responsible experience in GROUND, GTW, logistics, or customs operations
• Demonstrated success in driving process improvements and implementing complex projects
• Experience working in cross-functional, regional, or global environments
• Proven ability to act as a strategic advisor on high-impact initiatives

Technical Skills

• Mastery of existing and emerging technologies, processes, and practices
• Advanced knowledge of:
• SQL Server, Azure, Snowflake (or equivalent platforms)
• Power BI (data modeling, DAX, enterprise dashboards)
• Strong experience with:
• ETL / ELT tools and data pipeline development
• Data warehousing concepts and architectures
• Automation tools, AI/ML applications in operations

 

Leadership & Functional Competencies

• Strong consulting, advisory, and change management capabilities

• Manages Sr. Specialists position(s)
• Ability to influence senior stakeholders and drive alignment
• Strategic thinking with strong execution discipline
• Advanced problem-solving and analytical skills
• Ability to develop innovative solutions based on engineering and business principles

 

Additional Requirements

• Spanish: Not required but strongly recommended
• Travel: Up to 50% (domestic and international)

 

Key Competencies

• Process Engineering & Innovation Leadership
• Digital Transformation & AI Enablement
• Data Analytics & Business Intelligence
• Change Management & Strategic Consulting
• Cross-Functional Collaboration
• Operational Excellence