Manager Process Tools Specialist (m/f/d)

Join DHL Express in Transforming Global Customs Operations

We are launching one of the most ambitious Customs Transformation programs in DHL Express history—and we are looking for exceptional talent to help shape it.

This multi-year global initiative spans people, processes, and technology, with the goal of significantly elevating our Customs Operations and quality worldwide. As part of this journey, we are scaling our Global Operations and IT teams from under 30 to over 100 high-impact professionals, building new capabilities and strengthening existing ones.

Key focus areas include establishing a best-in-class Program Management Office (PMO), creating a Global Customs Process team, expanding Business Capability teams, and investing significantly in advanced IT solutions. Backed by a multi-million Euro investment, this program is a long-term commitment to building smarter processes, stronger systems, and a future-ready Customs environment.

This is a complex and demanding transformation—but also a rare opportunity to make a tangible, global impact. Your work will directly contribute to how DHL Express delivers excellence to customers around the world.

If you are motivated by scale, challenge, and meaningful impact, this is your opportunity to be part of something truly transformational.

We are looking for a Manager Process Tools Specialist .

Role Location: Whilst this role has been advertised as located in a specific location, we will also be considering locating this role at other GHO locations in Europe, including Bonn, Brussels, Maastricht and Leipzig.

As Manager Process Tools Specialist, you will be the technical owner of the Business Process Management (BPM) tool and manage the process content. This role ensures that the architecture and governance standards defined by the Process Architecture, Governance & Quality are implemented, technically enforced, and supported across the global process repository. The specialist provides technical expertise, supports system configuration, contributes to map implementation and performs quality reviews. The specialist also supports functional design and tool enablement, supporting E2E process modeling. This role has an impact on modeling quality and tool usability across all customs processes.

How will you contribute to the success of DHL?

Business Process Modelling (BPM) Repository Ownership & Technical Configuration

• Configure and maintain the central BPM process framework, repository, structure, permissions, user roles, and publishing workflows.
• Ensure system performance, stability, and smooth operation of the BPM tool
• Support technical integrations (e.g., with Jira, workflow engines, automation platforms, process mining tools).
• Ensure tools support global E2E design methods, harmonization structures, and cross‑regional workflows.
• Ensure the BPM tool supports digital business process definitions, functional design needs, and user‑centric flow representation.

• Collaborate with Process Architect team and define consistent process framework and tools structure
• Conduct technical quality reviews of process maps, ensuring standards defined by Process Architects.
• Monitor BPM tool repository consistency, detect issues early, and resolve or escalate technical problems.
• Diagnose and troubleshoot system issues, working with IT, vendors, or platform owners.
• Document resolutions, root causes, and system changes.

• Train process analysts, process architects, business analysts, and regional SMEs on BPM tool functionality, supporting onboarding of new modelers and regional teams.
• Maintain user guides, how‑to manuals, release notes, and technical documentation, to explain complex tool configuration constraints to non‑technical stakeholders.

Do you have what it takes?

• Post‑graduate education preferred (MS, MBA, MTech, MSc) in Business Administration, IT, Process Management, Operations, or similar. 5–7 years in process governance/standardization/quality or equivalent leadership
• 3–5 years of experience with repository‑based BPM tools (Signavio, ARIS, Visio etc.).
• English fluency required; other languages are beneficial in a global customs context.
• Strong understanding of modeling semantics at the system level.
• Experience with system configuration, implementation and integration technologies.
• Strong troubleshooting, issue‑tracking, and system‑validation capabilities.
• Ability to coordinate across complex, cross‑functional design and testing environments.
• Strong communication skills, able to work with process architects, PMO, IT, and regional teams.
• Ability to maintain documentation for configurations, processes, troubleshooting guides, and technical standards.
• Experience in cross-functional environments, ideally in a large-scale process & transformation

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor’s, Master’s, 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.