IT Product Manager – Customer Centricity (m/f/d)

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. We're about forward thinking ways to connect people - and improve their lives.

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.

In this role, you will

• 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
• Define and manage product roadmaps aligned with DHL Freight’s business strategy
• 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

• Education
• Degree in Information Technology, Computer Science, Business Informatics or a comparable field
• Experience
• 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
• Technical & Process Knowledge
• 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
• Tools & Systems
• Enterprise Customer Service / Case Management platforms with omnichannel capabilities
• Virtual Assistant / Chatbot platforms and automation tools
• Customer feedback and Voice‑of‑Customer solutions
• Product and project management tools in large, international IT environments

DHL Freight is globally recognized as a TOP EMPLOYER and Great Place to Work across Europe. Our corporate culture is focused on personal commitment – to our customers, to each other, to our communities and to the environment. We reward excellent work and we nurture the talents of our employees. This enables you as an employee to develop your expertise and your career in different areas or divisions – and even in other countries. We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence. DHL Freight is an equal opportunity employer and very focused on promoting opportunities for Women@Freight.

Additionally, this is what you can expect:

• 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.
• Continuous Learning and Development: We invest in our employees’ growth by offering training programs, workshops, and resources to enhance your skills and knowledge.
• And much more…

Nisha Pillay will be happy to answer your questions at [email protected].

Are you ready to grow professionally and personally with us?

Apply now and shape the future of Customer Service digitalization at DHL Freight

YOUR FUTURE, DELIVERED.

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