Business Change Manager, Enterprise Account Technology, Road Transport US

DSV – Global Transport and Logistics

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society. Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services. As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy. Visit dsv.com and follow us on LinkedIn and Facebook .

Location : Lancaster, TX

Division : Road Transport US
Job Posting Title : Business Change Manager, Enterprise Account Technology

Number of Positions Available : 2
Time Type : Full Time

Summary

Ready to turn strategic implementations and technology solutions into operational results that last?

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.

Start Here. Go Anywhere.

Duties & Responsibilities

Strategic Projects & Implementations

- 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.

Operational Performance, KPI & SLA Governance

- 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.

Continuous Improvement & Operational Excellence

- 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.

Business Analysis & Solution Design

- 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.

Training, Change Adoption & Operational Alignment

- 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.

Documentation & Communication

- 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.

Qualifications & Experience

- 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.

- 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.

Skills & Competencies

- Strong analytical and problem-solving skills with the ability to interpret operational data, identify trends and root causes, and develop sustainable solutions.

- Strong project and change management skills with the ability to manage multiple priorities and coordinate work across cross-functional teams.

- Ability to translate business and operational needs into clear requirements, processes, and actionable recommendations.

- Strong understanding of operational performance management, KPI and SLA governance, process improvement, and implementation methodologies.

- Ability to influence and drive accountability across teams without direct authority.

- Strong organizational skills, attention to detail, and follow-through.

- Effective written, verbal, facilitation, and presentation skills with the ability to communicate with operational, technical, customer-facing, and leadership audiences.

- Proficiency in Microsoft Office 365, including Excel, PowerPoint, Word, Outlook, Teams, Visio, and OneNote.

Physical Demands

While performing the duties of this position, the employee is regularly required to use a computer, telephone, and other standard office equipment for extended periods. The employee is frequently required to communicate and exchange information verbally and in writing and may occasionally be required to move about the office and operational environments, reach, bend, and lift and/or move items weighing up to 20 pounds. The position requires the ability to review information on computer screens and in written documentation.

Work Environment

This position is primarily performed in a professional office environment with regular use of computers, telecommunications equipment, and other standard office technology. The role may require occasional presence in operational, warehouse, or customer locations in support of implementations, process reviews, training, or continuous improvement initiatives. These environments may include varying noise levels, moving equipment, and other conditions typical of transportation and logistics operations. The employee is expected to follow all applicable safety requirements while in operational environments. The noise level in the primary office environment is generally low to moderate.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position within the described physical demands and work environment.

For this position, the expected base pay range is $80,000.00 – $95,000.00 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase . Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [email protected] . If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements. With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook .