Service Quality Manager (Philadelphia, PA)


Job Description

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. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

We currently have a “Career” opportunity for a Service Quality Manager in our Philadelphia, PA station. As the Service Quality Manager you will develop and implement business process improvements with the primary objective of reducing cost and increasing efficiency.  You will establish programs, metrics and standards utilizing Six Sigma, or similar methodologies. Recommend process design changes and  identifies opportunities to improve existing procedures and related tools to meet the requirements of an evolving workflow process. Lead multi-functional teams to implement process improvement initiatives. 

Key Accountabilities

  • Assists in the development of systematic approaches for assuring high quality services.

  • Makes and implements recommendations for improved productivity, efficiency, accuracy, cost savings, safety, compliance, standardization and revenue production procedures for a specific department by researching, reviewing, analyzing and understanding business processes and translating that into business solutions.

  • Collects, organizes, monitors and evaluates operational, service and performance data through automated reporting and regular communication to management and business units, identifying trends and areas for improvement.

  • Performs data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions.

  • Develops reports to detail the approval, implementation and maintenance of all process improvement project plans.

  • Builds and maintains databases and works with Information Systems to ensure system stability.

  • Develops and maintains an internal procedural audit program for service and compliance.

  • May provide functional guidance, advice and/or training to less-experience business process improvement professionals.


Operates with considerable latitude.  May develop solutions to non-routine issues without appreciable guidance from others.  Reaches decisions under conditions of uncertainty. 


May direct major projects, or programs with significant business impact within department, area and business unit.  Errors in judgement, or failure to achieve objectives would result in significant program delays and sizeable expenditure of resources to rectify. 

Possesses extensive knowledge in specialty area.  Routinely called upon to apply comprehensive knowledge of existing and emerging technologies, practices and processes.  Primary contribution is in applying knowledge (product, industry, professional, technical) doing individual contributor work.  Provides input in development of operating plans/budgets.

People Management:

May lead others in developing innovative solutions to important, highly complex strategic and operating problems; cross-development considerations are often present.  May contribute to employees' professional development.   

Problem Complexity:

Performs leading-edge professional level work.  Requires creative and innovative thinking in bringing successful resolution to high-impact, complex and/or cross-department problems.

Skills & Qualifications:

  • Seasoned professional concerned with problems that have a direct and important effect on business programs and results.   

  • Serves as consultant to management on major matters pertaining to policies, plans and objectives.

  •  State-of-the-art knowledge of technologies, processes and practices.

  •  Typically requires BS/BA in related discipline and 8-11 years experience in related field. 

  •  MS/MA and generally 5-7 years experience in related field.

  • Professional certification required in some areas.

ADA Language:

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).  Requires manual dexterity and visual and hearing acuity.  Task may involve extended periods of time at a keyboard or work station. These task are regularly performed inside without potential for exposure to adverse conditions such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature, noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gasses/chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.  

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.

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