Senior Manager, Brokerage Customer Experience – DHL – Brampton, ON

DHL Express — the world’s #1 Express Delivery and Logistics Company — is looking for a driven and experienced leader to take on the role of Senior Manager, Brokerage Customer Experience at its National Office in Brampton, Ontario. If you’re passionate about elevating service quality, building high-performing teams, and driving continuous improvement in a fast-paced logistics environment, this role is worth a close look.

At the heart of this position is a mandate to lead best-in-class customer service across brokerage operations — including the Broker Notification Group and Brokerage Queue Line. You’ll be a key architect of the customer experience, working across teams to sharpen processes, adopt enabling technologies, and deliver consistently excellent service outcomes.

About the Role: Senior Manager, Brokerage Customer Experience

In this leadership role, you’ll oversee the full spectrum of brokerage customer experience operations, from coaching and developing your team to identifying and implementing process improvements that keep DHL competitive. You’ll champion a customer-centric culture, monitor key performance indicators (KPIs), and use data-driven insights to guide operational decisions at a national level.

Collaboration is central to this role. You’ll work closely with Brokerage leadership, cross-functional partners, and external vendors to ensure operational efficiency, strong communication, and high-quality outcomes. Managing multiple priorities with financial and business acumen will be essential to balancing service excellence with cost-effectiveness.

Benefits and Salary

DHL Express offers competitive compensation packages alongside a wide range of programs, services, and benefits designed to support employees both professionally and personally. The company is committed to being a great place to work, fostering a culture of personal commitment, inclusion, and continuous growth.

Responsibilities

This role carries broad leadership accountability across customer experience, team development, and operational performance. The Senior Manager is expected to drive results through people, process, and data — ensuring that every customer interaction across brokerage operations reflects DHL’s commitment to quality and responsiveness.

• Lead, coach, and inspire a high-performing team to achieve service, quality, and productivity goals
• Drive best-in-class customer experience across all brokerage service interactions, championing a customer-centric culture
• Gather and leverage customer feedback to identify opportunities for service improvement
• Evaluate and enhance customer contact handling processes to ensure efficiency and effectiveness
• Identify and implement process improvements aligned with evolving business needs and benchmarked against industry standards
• Partner with Brokerage leadership and cross-functional teams to improve processes and outcomes
• Develop and maintain performance reporting frameworks, monitoring KPIs and driving accountability for results
• Lead the successful implementation and adoption of an email management system
• Foster an inclusive and engaging team environment through ongoing coaching, feedback, and development opportunities

Requirements / Skills

The ideal candidate brings a combination of progressive leadership experience in customer experience or logistics operations, a strong analytical mindset, and a genuine passion for service quality. DHL values professionals who can influence at all levels, manage complexity, and continuously push for better outcomes.

• 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 setting
• Proven ability to lead and develop diverse, high-performing teams through coaching and feedback
• Strong analytical and problem-solving skills, with the ability to interpret data and drive informed decisions
• Project management skills, including planning, execution, and cross-stakeholder alignment
• Familiarity with customer contact management systems, workflow tools, or queue-based environments
• Excellent communication and interpersonal skills, with the ability to influence across all organizational levels
• Continuous improvement mindset; experience with Lean, Six Sigma, or similar methodologies is considered an asset
• Knowledge of customs brokerage processes or international logistics is an asset
• Financial and business acumen to balance service excellence with cost-effectiveness
• Proficiency with Microsoft Office and reporting platforms

How to Apply

To apply, visit the official DHL job posting using the link below. Make sure your resume is up to date before submitting your application.

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