Manager Process Governance & Quality (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 Governance & Quality .

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 Governance & Quality, you will own the governance model for customs processes and accountable for the standards, controls, and decision forums that keep the process landscape consistent, compliant, and high‑quality. Key outcomes include: a clear framework structure and integration in tools across the entire lifecycle, robust change control, effective quality gates and approval processes. Governance shall be aligned with overall program governance and enables efficient delivery output integration. The Senior Manager translates direction from the Senior Director Process Architecture & Governance into pragmatic governance and quality assurance, ensuring standards align with the overall delivery model.

How will you contribute to the success of DHL?

Governance Framework Ownership

• Define, own and maintain the global process governance and framework across all process areas
• Ensure consistency of process framework structure for entire lifecycle, incl. rules, decision & escalation paths, and documentation requirements.
• Collaborate closely with Process Tool Specialist to establish a logical BPM Tool structure and framework integration.
• Manage the "Process Design Authority" forums for customs process change and standardization; ensure cross‑functional representation and transparent decision records.

• Set the standards (templates, structure, naming, levels of detail) and quality gates for processes, business requirements and business rules
• Enforce adherence to process governance and framework.
• Define quality assurance & compliance controls mechanisms for process deliverables (incl. completeness, traceability, control coverage, interfaces, data touchpoints), challenging Process Owners and Regions.
• Ensure governance integrates with adjacent program standards, esp. with regards to documentation of requirements and training material.
• Ensure output by the process owners is suitable to further deliver business capabilities and IT product developments / enhancements.
• Run a pipeline of process change requests (CRs), prioritization criteria in close alignment with the Program Planning & Governance team

Do you have what it takes?

• University Degree in Business Administration, Process Management, Information Systems, or related fields
• 5–7 years in process governance/standardization/quality or equivalent leadership
• English fluency required; other languages are beneficial in a global customs context.
• Skilled at reviewing complex process artefacts for completeness, traceability, and control coverage.
• Knowledge of DHL Ops or Customs processes beneficial
• Working knowledge of BPM tools, repositories and governance workflows.
• Familiarity with digital/automation and integration principles (e.g., modularity, standardization) to ensure governance enables scalable solutions.
• Demonstrated success establishing and leading cross‑functional process governance, including lifecycle management and approval forums.

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).

If you have any questions, please feel free to reach out to our Senior Talent Sourcer: Garima Saraswat, at [email protected].

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.