Global Manager Customer Platform Track And Analytics

Job Purpose

JOB DESCRIPTION

To serve as the primary business owner and product strategist for the customer-facing digital platform, driving the vision, roadmap, and continuous enhancement of booking, quotation, tracking, reporting, and analytics capabilities. This role ensures the platform delivers exceptional customer value through strategic feature prioritization, cross-functional collaboration, development oversight, and comprehensive user enablement, ultimately enhancing customer satisfaction, operational efficiency, and competitive differentiation in the freight forwarding marketplace.

Key Accountabilities

Product Ownership & Strategy

• Product Vision: Define and communicate the strategic vision and roadmap for the customer platform, aligned with business objectives, customer needs, and market trends
• Business Case Development: Build compelling business cases for platform investments, articulating ROI, customer value, and competitive advantages
• Platform Ownership: Serve as the primary business owner responsible for all aspects of the customer platform including booking systems, quotation modules, tracking modules, customer reporting, and analytics dashboards
• Stakeholder Alignment: Ensure platform strategy aligns with commercial, operational, and IT strategies across the global organization
• Market Analysis: Conduct competitive analysis and market research to identify opportunities for platform differentiation and innovation
• Success Metrics: Define and monitor platform success metrics including adoption rates, user satisfaction, transaction volumes, and business impact
  
  

Feature Management & Prioritization

• Backlog Management: Own and maintain the platform product backlog, ensuring features are well-defined, prioritized, and aligned with strategic objectives
• Requirements Definition: Gather, document, and translate business and customer requirements into clear, actionable user stories and functional specifications
• Prioritization Framework: Develop and apply prioritization frameworks (e.g., value vs. effort, RICE scoring) to balance customer needs, business value, technical feasibility, and resource constraints
• Feature Roadmap: Create and maintain detailed feature roadmaps with clear timelines, dependencies, and release plans
• Trade-off Decisions: Make informed decisions on feature scope, trade-offs, and release timing in collaboration with stakeholders
• Value Delivery: Ensure each release delivers measurable customer and business value
  
  

Cross-Functional Collaboration & Alignment

• Stakeholder Management: Engage and align cross-functional stakeholders including Commercial, Operations, IT, Customer Service, Finance, and regional teams
• Governance Structure: Establish and lead governance forums (steering committees, working groups) to review priorities, resolve conflicts, and make decisions
• IT Partnership: Work closely with IT development teams, architects, and technical leads to ensure feasibility and optimal technical implementation
• Commercial Alignment: Partner with Commercial teams to ensure platform capabilities support sales strategies, pricing models, and customer acquisition/retention goals
• Operations Integration: Collaborate with Operations teams to ensure platform functionality integrates seamlessly with operational processes and systems
• Regional Coordination: Balance global standardization with regional requirements and customization needs
• Vendor Management: Manage relationships with external platform vendors, technology partners, and consultants as needed
  
  

Development Oversight & Quality Assurance

• Acceptance Criteria: Define clear acceptance criteria and success metrics for all platform features and enhancements
• Development Review: Lead review sessions throughout the development lifecycle, evaluating progress against defined criteria, specifications, and quality standards
• User Acceptance Testing (UAT): Plan, coordinate, and lead UAT activities, ensuring thorough testing with representative user groups
• Quality Gates: Establish quality gates and sign-off processes to ensure only production-ready features are released
• Defect Management: Oversee defect identification, prioritization, and resolution processes in collaboration with IT teams
• Release Management: Coordinate platform releases, including release planning, communication, deployment validation, and post-release monitoring
• Performance Monitoring: Monitor platform performance, stability, and user experience post-release; drive rapid resolution of issues
  
  

Tracking & Visibility Module Management

• Real-Time Tracking: Develop and enhance real-time shipment tracking capabilities across all transportation modes (ocean, air, road, rail)
• Milestone Visibility: Provide clear visibility of key shipment milestones including pickup, departure, in-transit, arrival, customs clearance, and delivery
• Proactive Notifications: Implement intelligent alert and notification systems for shipment updates, exceptions, delays, and delivery confirmations
• Exception Management: Enable customers to view and respond to exceptions, delays, and issues through the platform
• Multi-Shipment Tracking: Provide consolidated tracking views for customers managing multiple concurrent shipments
• Data Integration: Integrate tracking data from carriers, partners, IoT devices, and internal systems to provide comprehensive visibility
• Predictive ETAs: Leverage data analytics and AI to provide accurate predictive arrival times and proactive delay warnings
• Document Tracking: Enable visibility of document status including commercial invoices, bills of lading, and customs documentation
• Mobile Tracking: Ensure seamless tracking experience across mobile devices and platforms
• Track-and-Trace API: Develop API capabilities for customers to integrate tracking data into their own systems
  
  

Customer Reporting & Analytics

• Reporting Suite: Define and develop comprehensive customer reporting capabilities including shipment status, financial reports, performance KPIs, and operational metrics
• Analytics Dashboards: Create intuitive analytics dashboards that provide customers with actionable insights into their supply chain performance
• Customization: Balance standardized reporting with customer-specific customization requirements
• Data Quality: Ensure accuracy, timeliness, and completeness of data presented in customer reports and dashboards
• Advanced Analytics: Explore and implement advanced analytics capabilities such as predictive analytics, benchmarking, and carbon footprint reporting
  
  

Change Management & User Adoption

• Change Strategy: Develop and execute change management strategies to drive platform adoption across diverse customer segments
• Communication Plans: Create targeted communication plans for different stakeholder groups including customers, internal users, and leadership
• Feedback Loops: Establish mechanisms to continuously gather customer feedback, identify pain points, and capture enhancement requests
• Customer Advocacy: Build customer advocacy programs leveraging platform champions and success stories
• Adoption Metrics: Track and report on adoption metrics; implement initiatives to improve engagement and utilization
  
  

Continuous Improvement & Innovation

• Customer Insights: Regularly analyze customer behavior, usage patterns, and feedback to identify improvement opportunities
• Industry Trends: Stay current with digital freight forwarding trends, emerging technologies, and competitive platform capabilities
• Innovation Pipeline: Maintain an innovation pipeline exploring new technologies (AI, automation, blockchain) and capabilities
• Experimentation: Design and conduct pilots, A/B tests, and proof-of-concepts to validate new features before full rollout
• Platform Evolution: Drive continuous platform evolution to maintain competitive advantage and customer satisfaction
  
  

Collaboration

• Cross-Functional Collaboration: Work with global, regional, and cross-functional teams to ensure consistent processes and standards.
• Stakeholder Engagement: Engage with stakeholders to gather input and feedback for system and training enhancements.
  
  

Required

Qualifications, Skills and Experience

• Bachelors degree in Business Administration, Computer Science, Supply Chain Management, or related field
• Minimum 5-7 years of experience in product management, business analysis, or digital product ownership
• Experience in freight forwarding, logistics, or supply chain industry
• Proven track record managing customer-facing digital platforms or SaaS products
• Strong understanding of agile product development methodologies and practices
• Experience gathering requirements, writing user stories, and defining acceptance criteria
• Demonstrated ability to manage cross-functional stakeholder relationships
• Experience leading UAT and release management activities
• Background in customer training and change management
• Track record of driving platform adoption and customer engagement
• Understanding of shipment tracking technologies and supply chain visibility solutions
  
  

Preferred

• Masters degree or MBA
• Professional certifications in Product Management (CSPO, CPM, PMC) or Agile (CSM, SAFe)
• Technical background or experience working closely with development teams
• Experience with freight forwarding platforms (CargoWise, Magaya, Descartes, etc.)
• Knowledge of API integrations, EDI, and system architecture concepts
• Experience with tracking technologies (GPS, IoT, telematics)
• Familiarity with UX/UI design principles and user research methodologies
• Experience with data analytics and business intelligence tools
• International or multi-regional product management experience
  
  

About Us

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

Whats more, were reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

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