Job Purpose
The Supervisor for Digital Tools Training & Application Support plays a critical role in strengthening system adoption, digital readiness, and operational excellence within the country. The role ensures that frontline teams are equipped to use DHL's core applications effectively—supporting accuracy, efficiency, and a superior customer experience.
The ideal candidate is tech‑savvy, passionate about digital tools, enjoys coaching teams, and champions continuous improvement and customer-centric thinking. As a First Choice Champion, the role also plays a key part in supporting structured problem-solving and embedding continuous improvement mindsets.
Differentiator
This role is distinct within the ITBPO organization as it focuses on user enablement and digital adoption, ensuring that DHL's systems are effectively understood and used by frontline teams. Unlike technical or backend IT roles, this position bridges technology, people, and customer experience—driving system training, supporting day‑to‑day usage, and embedding continuous improvement through First Choice practices.
Key Tasks
TRAINING & SYSTEM ADOPTION
- Deliver structured training for country users on DHL core operational and customer‑facing applications (e.g., CW1, EDM, QuoteShop, FSI, myDHLi, ESP, etc.)
- Provide refresher sessions, onboarding training, and targeted coaching based on performance or adoption gaps.
- Develop simple, user-friendly guides, quick tips, and learning materials adapted to local needs.
USER SUPPORT & ISSUE RESOLUTION
- Serve as first‑line support for system-related queries from teams and supervisors.
- Coordinate with regional or global IT teams for escalations or system incidents.
- Track, document, and analyze common user issues to propose improvements.
DIGITAL ADOPTION & CONTINUOUS IMPROVEMENT
- Drive user adoption of digital tools across the operations and customer-facing teams.
- Monitor usage trends and system behaviors to identify opportunities for efficiency and customer experience improvement.
- Support teams in adopting new features, releases, and process changes
- Recommend improvements to process, tools, or training materials to enhance customer experience
- Provide feedback to country management and regional stakeholders regarding system performance, process pain points, and enhancement needs.
SUPERUSER NETWORK COORDINATION
- Maintain an active and engaged country Super User community across the country.
- Share release notes, helpful hints, and relevant training materials to ensure readiness for system changes or enhancement.
STAKEHOLDER COLLABORATION
- Work closely with Operations, Customer Service, IT, and Commercial teams to ensure alignment of training needs and system usage.
- Communicate clearly with teams to ensure smooth deployment of new features, guidelines, or tools.Define and lead Application Training and Support for all core operational systems and customer facing applications to internal users
Stakeholders
- Work effectively with multiple departments to coordinate training, system support, and improvement initiatives.
- Communicate clearly and confidently when engaging stakeholders to resolve issues or align on training needs.
- Build positive working relationships with peers, supervisors, and cross-functional teams to support smooth system adoption.
- Support change initiatives by helping teams understand new processes, updates, or improvements without needing senior‑level influence.
- Promote teamwork and cooperation across functions by encouraging a collaborative approach to solving system and process challenges.
- Apply First Choice tools to guide small improvement activities and help teams identify root causes and practical solutions.
Management Responsibility
- Lead multiple teams of managers
Skills
- Digital literacy and strong understanding of operational systems; System troubleshooting & problem analysis; Training delivery, coaching, and facilitation; Communication & presentation skills; Customer experience orientation
- Basic data analysis and reporting; Stakeholder coordination; Process understanding and documentation
- Structured problem-solving, Lean thinking, Continuous improvement mindset, facilitation skills, Voice of the Customer (VOC), Data-driven decision making
Qualifications & Key Requirements
Education Level
Bachelor's Degree in either Information Technology, Industrial Engineering or Mathematics
Experience Level
- Minimum of five-years work experience in operations, customer service, IT support or training roles, Program Management
- Exposure to DHL systems or logistics operations is an advantage
- Experience participating in or leading FC sprints/yellow or green belt level improvement activities
- Demonstrated ability to support teams in driving continuous improvement and standardization.
- Ability to coach frontline teams in using First Choice/Lean Six Sigma tools in day-to-day work.
