Senior Country Operations Manager

Role

• Lead DHL Express national operations from Amman, overseeing employees, facilities, equipment, pickup and delivery, shipment processing and service centres against service, quality, cost and improvement targets.
• Own operating budgets, support customer acquisition and retention and profitable growth, improve inbound and outbound customs clearance and transit times, and protect employees, shipments and facilities.

Operations performance and quality

• Take responsibility for service results and operating costs across Jordan, ensuring pickup, delivery and processing meet agreed standards and targets.
• Develop gateway performance to the required best-in-class level, maintain security standards and TAPA facilities, and oversee site condition, location planning, new facilities and customer touchpoints.
• Own cost targets with business units and implement regional and national operating policies, processes and relevant local regulatory requirements.
• Monitor performance, correct shortfalls and maintain service-centre standards that improve customer satisfaction and cash sales.
• Deploy regional and national projects and initiatives in ground operations and realize their agreed benefits. Use the Service Quality Index and provide concise, relevant performance information accessible to users.
• Coordinate the national quality strategy and quality, environmental and occupational health and safety systems, and develop and manage security throughout the country.

Customers, transport and facilities

• Support business acquisition and customer relationships from an operational perspective, directly through service channels and with sales, including large contracts and existing accounts.
• Coordinate with the regional hub, transport, sales and contractors to maintain and expand the road network around market requirements, transit times and security.
• Measure transit performance and take action at origin or destination to achieve targets.
• Oversee facility construction and renovation around five-year shipment forecasts, and plan infrastructure investment, expansion, upkeep and relocation.

Team leadership and working relationships

• Set direction and performance standards, provide appropriate staffing, training and motivation, and conduct the company's performance and career-development reviews for direct reports.
• Report to the Country Manager and oversee ground operations, quality and health and safety, security and facilities, and gateway managers.
• Work daily with management, service managers, gateway teams and customers, and coordinate with maintenance suppliers and contractors through procurement and facilities when needed.
• Consider employees' diverse backgrounds, cultures, languages and beliefs in strategies, staffing decisions and working practices. Lead, motivate and communicate across all operational levels.

Problem solving and decision-making

• Resolve customer and operational issues, reverse service and cost shortfalls, maintain operating and quality-system compliance, and deliver projects without compromising daily operations.
• Maintain effective staffing, equipment and supplies and plan resources for sustained performance.
• Make decisions on service policy, operating procurement, domestic scheduling, road networks, service recruitment and process design and layout.
• Manage service-development programmes and schedules, shipment-data standards and equipment, service strategy, departmental interfaces, quality-certification process flows and performance indicators, and prioritize tactical improvements.

Planning and organization

• Provide staff and resources for major projects and timely deployment, implement contingency and recovery plans, and align them with commercial, aviation and other teams.
• Monitor and respond to staffing and resource needs to sustain service and cost standards, maintaining customer-facing service excellence within budgets and improving satisfaction.

Required experience and skills

• Six to eight years in operations, including at least five years managing large teams.
• A sound understanding of service theory, operations management, global standard operating procedures, ISO processes and TAPA security standards.
• Excellent written, spoken and presentation skills and good knowledge of Microsoft Office applications.
• Ability to build and lead teams and develop a high-performance culture; commitment, energy, resilience, strong problem solving, planning and organization; stable performance under pressure and a focus on customer satisfaction.

Preferred qualifications

• A university-level qualification and project-management experience.

Location, contract and application

• Amman, Jordan. Full-time, permanent employment, with 40 working hours a week.
• Apply through the official DHL recruitment platform. Applicants can start with a resume or without initially uploading one; registered applicants can sign in.