Senior Manager, Brokerage Customer Experience

DHL Express is looking for a Senior Manager, Brokerage Customer Experience to join its National Office in Brampton, Ontario . This role leads the delivery of best-in-class customer service across brokerage operations, including the Broker Notification Group and Brokerage Queue Line.

Key Responsibilities

• Lead, coach, and inspire a high-performing team to achieve service, quality, and productivity goals
• Foster an inclusive, respectful, and engaging team environment
• Drive best-in-class customer experience across brokerage service interactions
• Champion a customer-centric culture focused on quality, responsiveness, and consistency
• Gather and leverage customer feedback to inform service improvements
• Evaluate and enhance customer contact handling processes to ensure efficiency and effectiveness
• Identify and implement process improvements aligned with evolving business needs
• Bench...