Head of Field Brokerage Operations

Job Title: Head of Field Brokerage Operations

Job Location: Anywhere in the United States near a DHL Global Forwarding Office

DHL Global Forwarding manages the flow of goods and information across a customer's global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of DHL Group, the world's leading logistics provider with operations in over 220 countries. Visit our career site on the web at http://www.dhl-usa.com/en/careers/jobs.html

We have an outstanding career opportunity for a Head of Field Brokerage Operations to be based at any of our locations across the US. This role leads and manages DHL's customs brokerage operations within a designated field region, ensuring compliant, efficient, and customer centric clearance processes. This role partners closely with senior leadership, key customers, and regulatory agencies to ensure operational excellence and service quality

Key Responsibilities:

• Lead field brokerage teams to achieve DHL KPIs, including cycle time, compliance, productivity, and customer satisfaction.
• Ensure timely and accurate entry processing across imports, exports, and PGA-regulated commodities.
• Drive operational discipline in line with DHL's First Choice/Continuous Improvement methodology.
• Serve as the highest-level escalation point for compliance decisions within the field operation.
• Ensure adherence to CBP regulations, PGA requirements, CTPAT, and DHL Global SOPs.
• Conduct internal compliance reviews, corrective actions, and risk mitigation activities.
• Monitor regulatory updates and guide teams on changes impacting DHL customers.
• Partner with Regional Brokerage Leadership, Station Managers, and Senior Management to resolve high-impact customer issues and service disruptions.
• Support Sales and Key Account Management on strategic customer needs, escalations, and service reviews.
• Communicate operational performance, risk areas, and improvement plans to internal leadership in a clear and data-driven manner.
• Participate in business reviews, customer meetings, and strategic planning sessions.
• Ensure customer communications are proactive, timely, and aligned with DHL's high service standards.
• Identify and implement process improvements that reduce delays, drive productivity, and enhance compliance.
• Maintain resource planning, workload distribution, and performance standards across shifts or locations.

Skills and Qualifications:

• Active U.S. Customs Broker License (preferred).
• 5-10 years of experience in customs brokerage or international trade operations.
• At least 3 years of leadership or high-level supervisory experience.
• Strong working knowledge of CBP regulations, HTS classification, PGA processes, and trade compliance principles.
• Demonstrated ability to collaborate effectively with senior leaders and manage high-stakes customer escalations.
• Strong communication, decision-making, and analytical skills.
• Experience with brokerage systems (e.g., CargoWise, ACE/ABI).
• Project Management (DePICT/Prince).
• Experience within DHL Global Forwarding or another major global logistics provider.
• Familiarity with DHL Global SOPs, First Choice tools, and DGF operational processes.
• Continuous improvement certification (Lean, Six Sigma).
• Experience handling strategic accounts or specialized industries (Life Sciences, Tech, Automotive, Government, etc.).

Pay Range: $130,011.75 - $173,349.00+ (Based on Experience)