We are DHL Freight - a group of 13,000 road cargo experts and Certified Freight Specialists operating in more than 40 countries, who are proud to provide their customers with the best overland freight transport solutions. We are always looking ahead to the next commercial opportunity, anticipating the next global trend. Because at DHL Freight, we're not simply about freight forwarding. To strengthen our global IT organization, we are currently looking for an experienced IT Product Manager – Customer Centricity (f/m/d), who will take end ‑ to ‑ end responsibility for business ‑ critical Customer Service IT products and drive AI ‑ based digital transformation initiatives across our international Freight network. This is a full time role (40 hours/week) based out of Bonn.
Own and manage core Customer Service IT products/systems (ICE / ICE 2.0, Virtual Assistant, Voice of Customer) end ‑ to ‑ end
Lead Customer Service digitalization initiatives with a strong focus on AI ‑ driven automation, chatbots and voicebots
Translate business and customer requirements into scalable IT solutions with measurable impact
Deliver complex international IT projects within agreed scope, time, cost and quality
Manage internal teams and external vendors, including SLAs, cost control and performance management
Partner closely with senior stakeholders and project sponsors
Ensure compliance with IT security, data protection and governance standards (GDPR, GSN, DPRs, internal controls) while enabling innovation
4–6 years of experience in IT Product Management within a customer ‑ centric / Customer Service environment
# Proven experience owning end ‑ to ‑ end IT products across their full lifecycle
# Hands ‑ on experience driving Customer Service digitalization and automation initiatives
# Solid track record managing complex international IT projects
# Strong experience with enterprise Customer Service platforms (case management / ticketing systems) supporting calls, emails, chats and web inquiries
# Proven expertise in AI ‑ based Customer Service solutions, including chatbots and voicebots
# Deep understanding of end ‑ to ‑ end Customer Service processes, including front ‑ line and back ‑ line operations, SLAs and response time management
# Solid knowledge of IT governance, GDPR, data protection and IT security standards
# Enterprise Customer Service / Case Management platforms with omnichannel capabilities
# Product and project management tools in large, international IT environments
Our culture and benefits
Comprehensive Benefits Package: We offer a comprehensive benefits package that includes health insurance, retirement plans, generous corporate discount programs and other employee wellbeing programs.
Global Exposure : Joining DHL Freight means being part of a truly global organization, providing you with the opportunity to work with diverse teams and gain exposure to international markets and practices.
Work-Life Balance : We understand the importance of maintaining a healthy work-life balance, and we strive to provide a flexible work environment including mobile-work opportunities that supports your personal and professional commitments.
We invest in our employees’ growth by offering training programs, workshops, and resources to enhance your skills and knowledge.
Apply now and shape the future of Customer Service digitalization at DHL Freight