Overall Mission
The Program Manager oversees the operational, financial, and compliance aspects of DHLE within the Global Control Tower. This role ensures that programs are executed efficiently, financial transactions are accurate, and processes are continuously improved. The Program Manager collaborates with cross-functional teams and ensures program documentation, reporting, and performance metrics are accurately maintained to support decision-making and continuous improvement.
Main Contribution - Key Responsibilities
Account & Client Management: Serve as the primary point of contact for clients, overseeing all activities, ensuring account satisfaction, and managing after-sales support.
Project & Program Monitoring: Coordinate and oversee projects/programs to ensure on-time delivery, quality outcomes, and alignment with objectives.
Logistics Oversight & Coordination: Supervise shipment tracking and logistics activities handled by Operations Support Specialists to ensure SLAs are met. Act as an escalation point for exceptions and drive timely resolution.
Financial Oversight & Margin Analysis: Monitor account financial performance by reviewing AR, AP, and invoicing. Partner with Finance to conduct margin analysis, generate cost insights, and identify profitability improvements.
Cross-Functional Collaboration: Work with Quality Assurance, Finance, Operations, Pricing, Sales, and other stakeholders to resolve issues and optimize workflows.
KPI Tracking, Reporting & Documentation: Analyze KPIs for DHLE and ensure compliance with internal/external reporting requirements, and maintain accurate program documentation.
Corrective & Preventive Action (CAPA): Develop and implement CAPA initiatives across Control Tower operations to ensure service quality and compliance.
Process Improvement & Risk Management: Continuously evaluate processes, identify risks, lead problem-solving initiatives, and drive automation, efficiency, and service quality improvements across DHLE.
Business Continuity Support: Support Operations Support Team and Finance in executing Business Continuity Plans (BCP) for both DHLE.
Organizational Position
Manager’s Position - Control Tower Manager
Location - Manila, Philippines
Direct Reports
Operations Support Specialist (if applicable or required)
Interface
Internal
External
Required Skills
Profile (experience/ education)
- Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree preferred).
- Experience: 5+ years of proven experience in program or project management within logistics, supply chain, or transportation operations. Experience in vendor, account, and control tower management is a strong advantage.
- Technical Proficiency: Skilled in MS Excel, Power BI (or other BI/reporting tools), and Transportation/Logistics Management Systems.
- Financial Skills: Strong understanding of financial processes, including Accounts Receivable (AR), Accounts Payable (AP), invoicing, and budget management.
- Analytical Ability: Demonstrated ability to analyze operational and financial data, track KPIs, generate reports, and translate findings into actionable business strategies.
- Leadership & Collaboration: Strong cross-functional leadership skills with experience managing or supporting teams (e.g., Control Tower, Customer Service,etc). Able to coordinate effectively across logistics, operations, finance, and customer-facing teams.
- Communication: Excellent written and verbal communication skills, with the ability to prepare reports and present insights to senior executives, clients, and cross-functional teams.
- Problem-Solving & Process Improvement: Proven capability to identify risks, develop CAPA action plans, resolve operational issues, and drive continuous process optimization and service quality improvements.
- Project Management Skills: Familiarity with project management methodologies, tools, and best practices; PMP or Lean Six Sigma certification is a plus
- Adaptability: Comfortable working in a fast-paced, global environment with complex, multi-stakeholder programs. Able to support Business Continuity Plans (BCP) when required.
Language - Fluent in English Other foreign language proficiency is a plus
Specific Experience & Knowledge Required
- Bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field (Master’s degree preferred).
- Minimum 3–5 years of experience in program coordination, project management, or account management, preferably within logistics or supply chain operations.
- Proven experience managing or supporting global reporting, operational KPIs, and performance dashboards.
- Strong understanding of shipment tracking, vendor management, logistics operations, and customer service processes.
- Experience working cross-functionally with Sales, Finance, Operations, and client stakeholders to align objectives and resolve issues.
- Demonstrated ability to oversee or contribute to financial processes, including Accounts Receivable (AR), Accounts Payable (AP), invoicing, and budget tracking.
- Track record of leading or supporting data-driven process improvement and automation projects.
- Familiarity with clinical trial programs, regulated supply chains, or specialized logistics services is a plus.
- Experience using BI/reporting tools (Power BI, Tableau, or equivalent) and advanced proficiency in Excel/Google Sheets.
- Knowledge of project management methodologies (e.g., PMP, Agile, Lean Six Sigma certification is advantageous).
Interpersonal skills ("Essential")
- Leadership & Influence: Ability to guide cross-functional teams, influence without direct authority, and drive alignment across stakeholders.
- Strategic Communication: Skilled in tailoring messages to diverse audiences, from senior executives to operational teams, ensuring clarity and engagement.
- Stakeholder Management: Builds trust and long-term relationships with clients, vendors, and internal partners by balancing priorities and managing expectations.
- Negotiation & Conflict Resolution: Capable of resolving disputes constructively with vendors, customers, or internal teams to achieve win–win outcomes.
- Collaboration & Teamwork: Fosters a culture of cooperation and shared accountability across different functions and geographies.
- Problem-Solving Mindset: Approaches challenges analytically and diplomatically, ensuring solutions are practical and sustainable.
- Adaptability & Resilience: Maintains composure and decision-making effectiveness under pressure in dynamic, fast-paced environments.
- Coaching & Mentoring: Provides guidance and support to team members (e.g., Operations Support Specialists), fostering professional growth and performance improvement.
- Professional Presence: Demonstrates confidence, credibility, and empathy in all professional interactions.