Business Change Manager, Enterprise Account Technology, Road Transport US

DSV•Lancaster, CA

13d•Onsite

About The Position

DSV is looking for a Business Change Manager, Enterprise Account Technology to help translate customer implementations, technology solutions, and business transformation initiatives into reliable, scalable operational performance. This role is a great fit for someone who enjoys working at the intersection of operations, technology, implementation, business analysis, and continuous improvement. You’ll partner across Operations, IT, Engineering, Integrations, Finance, project teams, and customer-facing stakeholders throughout the implementation lifecycle, from defining requirements and assessing operational readiness through UAT, go-live, operational handoff, and post-implementation stabilization. You’ll help ensure solutions are operationally ready, risks are addressed, and established KPIs and SLAs are achieved and sustained. Beyond implementation, you’ll use operational data, root cause analysis, process mapping, Lean principles, and business analysis to identify performance gaps and develop practical solutions that improve efficiency, service quality, scalability, and customer outcomes. You’ll also help strengthen governance, processes, documentation, training, and adoption so that improvements become part of the way the operation works. If you enjoy connecting technology with operations, solving complex business problems, and turning change into sustainable performance, this is an opportunity to make an impact and continue growing your career with the world’s largest freight forwarding and logistics company.

Requirements

Bachelor's degree in Business Administration, Supply Chain, Logistics, Engineering, Data Analytics, or a related field required.
Four or more years of experience in strategic implementations, operational performance, process improvement, business analysis, logistics operations, consulting, business transformation, or a related field.
Demonstrated experience coordinating complex, cross-functional projects involving multiple operational and technical stakeholders.
Experience with KPI and SLA performance management, customer implementations, operational readiness, and post-go-live stabilization.
Experience with business analysis, process mapping, workflow optimization, change management, and continuous improvement methodologies.
Experience with Transportation Management Systems (TMS), logistics workflows, and integration projects involving EDI and/or APIs.
Proficiency in Microsoft Office 365, including Excel, PowerPoint, Word, Outlook, Teams, Visio, and OneNote.

Nice To Haves

Experience within transportation, logistics, supply chain, or a related operational environment preferred.
Lean, Six Sigma, or equivalent continuous improvement certification preferred.
Prosci ADKAR or equivalent change management certification preferred.
Bilingual English/Spanish skills preferred.

Responsibilities

Lead operational performance for assigned strategic customer implementations, technology deployments, integration projects, and business transformation initiatives.
Partner with project, implementation, operational, technical, and customer-facing stakeholders to define requirements, success measures, reporting needs, support models, and transition plans.
Assess operational readiness and identify process, system, training, resource, and performance risks prior to go-live.
Coordinate the transition from implementation into steady-state operations, including operational handoffs, ownership, documentation, governance, and escalation expectations.
Monitor post-implementation performance and lead stabilization efforts until established outcomes, KPIs, and SLAs are achieved.
Identify and escalate material risks and dependencies, providing recommended actions and coordinating resolution across appropriate stakeholders.
Own performance monitoring for assigned projects, implementations, customer programs, and operational workflows.
Establish and maintain KPI and SLA scorecards, governance routines, action logs, and reporting frameworks in partnership with relevant stakeholders.
Analyze operational and performance data to identify trends, bottlenecks, recurring failures, and gaps affecting customer commitments or business objectives.
Conduct root cause analysis and coordinate corrective and preventive actions with Operations and supporting teams.
Facilitate operational performance reviews and provide leadership with clear reporting on performance, risks, decisions, action owners, and outcomes.
Follow up on corrective actions and improvement initiatives to ensure process adherence and sustainable results.
Drive continuous improvement across assigned customer programs, implementation projects, and operational workflows.
Evaluate processes for waste, bottlenecks, control gaps, manual effort, duplication, and standardization opportunities.
Apply process mapping, Lean principles, workflow analysis, and operational data to develop practical future-state solutions.
Lead cross-functional improvement initiatives that strengthen efficiency, quality, scalability, compliance, and customer experience.
Define improvement measures, track benefits, and validate that implemented changes produce sustainable operational results.
Gather and document business, functional, and non-functional requirements in partnership with operational, customer-facing, and technical stakeholders.
Translate operational challenges and performance gaps into clear problem statements, requirements, and actionable recommendations.
Facilitate impact assessments, root cause reviews, future-state design sessions, and cross-functional decision-making.
Evaluate proposed processes and technology solutions for alignment with operational capabilities, customer commitments, and long-term business objectives.
Coordinate user acceptance testing (UAT), including test planning, scenario development, validation, defect follow-up, and operational readiness.
Evaluate operational impacts associated with Transportation Management Systems (TMS), logistics workflows, and EDI/API integrations.
Develop and support communication, training, coaching, and reinforcement plans for new or improved processes, systems, and solutions.
Educate operational teams on customer requirements, standard operating procedures (SOPs), KPI expectations, SLA commitments, governance requirements, and escalation paths.
Conduct process reviews and operational audits to assess adherence, identify adoption gaps, and confirm sustained alignment following implementation.
Partner with operational leaders to reinforce new processes and address barriers to successful adoption.
Create and maintain requirements documentation, process maps, testing materials, SOPs, diagrams, governance materials, and training content.
Ensure documentation remains current and aligned with implemented processes, applicable country-specific requirements, and organizational standards.
Communicate project progress, operational performance, risks, decisions, and required actions effectively across operational, technical, customer-facing, and leadership audiences.
Participate in strategic planning activities and align implementation and continuous improvement efforts with organizational objectives.
Perform other duties and projects as assigned.