Director ACS Field Operations (US & CA)

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Job Opportunity

We are looking for a Director ACS Field Operations US & Canada, based in Erlanger, United States of America.

This position serves as the primary performance interface between ACS and all internal and external handling operations. The ACS service organization is a virtual organization, so the holder of this role must be comfortable directing an operation using internal and external suppliers. The criteria used to evaluate success will be transit performance, build up density, capacity utilization, and operational unit costs.

Key Responsibilities

How will you contribute to the success of DHL?

• Responsible for establishing and maintaining operating procedures and performance
• Providing exceptional service, meeting the appropriate service level targets
• Setting contractual agreements, ensuring and analyzing service delivery performance
• Leveraging ACS tools and engaged with technology, driving improved performance at reduced unit costs

Provides guidelines to a cargo operation and warehouse to ensure handling operations are consistent with the group business strategy.

• Monitors quality and adherence to IATA and Global ACS standards
• Responsible for constant improvement and optimization of products, density, build, and service
• Develops a high-performance service-oriented Cargo culture within the Hub and surrounding warehouses

Operational Planning

• Work with ACS service providers to ensure compliance of Global Standard Operating Processes and Service performance objectives
• Includes DHL HUB Management, DHL Network Control Group Management, DHL Network Planning & ULD Management, DHL Linehaul Planning, All 3rd party handling companies, CFS Contracts, GHAs, as appropriate, Trucking companies, vendors, Interline carriers, Airlines, DHL Regulatory Service Quality teams, and Legal entities

Operations

• Daily and weekly reviews of service quality and compliance to the ACS GSOP
• Identifies shortfalls and directs Operations on immediate and long-term recovery contingencies
• Examples include station staffing issues, Import Customs delay, lost Export documentation, shipment misroutes, ACS GSOP compliance, etc.

Customer Management

• Personally handles escalated complaints from key account management

Build Planning

• Work with Capacity Management, Network Operations, Network Planning, Load Control, and ground handling operations to ensure ACS capacity is utilized as planned
• Implement new truck routes to supplement air capacity
• Work with the HUBs and all local CFS locations to improve Unit Load Device utilization in order to maximize ACS revenue opportunities

Analysis and Quality Improvement

• Support the data metrics and analytical capabilities needed to measure and improve service performance, reduce unit costs, and align with GSOP
• Examples include capacity utilization - analysis of ACS capacity utilization overnight vs second day splits, overbooking, etc., for purposes of creating incremental revenue opportunities

Technology

• Support ACS systems reviews
• ACS users on how to leverage Cognos, TGV, pTGV, CMS, and OCNT

Vendor Management

• Measure and improve performance of all 3rd party handling agreements

Regulatory

• Ensure all safety, security, and regulatory requirements are incorporated into ACS in-house and 3rd party operating procedures

Requirements

Do you have what it takes?

• Educated at the University Level or equivalent work experience
• Must have 10 years of Cargo related Operations experience specific to Air Cargo carriage, Cargo process, and Cargo programs
• Good diversity of front-line management experience is essential
• Motivated individual - must be self-driven and self-guided, must have a passion for getting things done better and more quickly
• Strength in Cargo process management with experience ensuring and implementing new programs and initiatives
• Candidate should have experience in Capacity Management and Revenue Optimization
• Should have a clear understanding of capacity allocation process
• Should have a superior understanding of ULD contours and aircraft configurations to maximize utilization density and revenue potential
• Quality - improvement experience is desired using one of the leading process improvement formats (1st Choice, Six Sigma, Prince2, etc.)
• Quantitative skills - must manage by the numbers
• Demonstrate performance measurement processes to improve results
• Must be highly competent compiling data in Excel and being able to perform analysis and draw insights
• Knowledge of Access, VB, etc., would be a required
• Technology - Prefer someone who has played a leadership role in ensuring requirements and implementing new technology in large organizations
• Communications - must be adept at presenting ideas and concepts to groups in both formal and informal settings

How to Apply

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelors, Masters, or MBA certificate).

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.

Recruitment Team