Customer Implementation Manager (M/F/D)

We are looking for a Customer Implementation Manager – Public APIs to lead our customer-facing API implementation function. The role has full responsibility for a global team of Business Analysts located in Poland, India, and Mexico, who onboard customers via standard Public APIs, engage in the development of new and enrichment of existing APIs, and manage developer-facing content in the DSV Developer Portal.

This is a people leadership role, where the primary responsibility is to develop individuals, build a strong and engaged team, and ensure high-quality, scalable customer onboarding in close collaboration with business and technical stakeholders.

Your responsibilities:

People Leadership & Team Development

• Line-manage and develop a globally distributed team of Business Analysts

• Build a culture of trust, empathy, accountability, and continuous learning

• Conduct regular 1:1s, coaching sessions, feedback discussions, and development planning

• Support onboarding, upskilling, and knowledge sharing across regions

• Ensure high engagement, motivation, and retention

• Manage performance fairly, transparently, and constructively

 Customer Onboarding & Delivery Ownership

• Own team delivery of customer onboarding via standard Public APIs

• Ensure consistent and customer-centric onboarding experiences

• Balance priorities, capacity, and demand across regions

• Translate roadmap items and business priorities into clear, actionable tasks and deliverables for the team

• Act as escalation point for delivery risks, priority conflicts, and customer issues
  

Developer Portal Content Ownership

• Ensure high-quality, accurate, and up-to-date content in the DSV Developer Portal

• Cover API documentation, onboarding guides, and usage standards

• Collaborate closely with Public API Development teams to ensure alignment

• Continuously improve the developer onboarding and self-service experience

 Leadership Team Contribution

• Actively contribute as a member of the API & Connectivity Solutions leadership team together with managers and project managers

• Engage in leadership sparring, knowledge exchange, and joint problem-solving across domains

• Take shared ownership of cross-team initiatives, improvements, and challenges beyond own team scope

• Contribute to shaping direction, priorities, and ways of working at department level

• Collaborate closely with peer managers and project managers to ensure alignment, transparency, and effective execution

 Stakeholder Collaboration & Ways of Working

• Collaborate with Public API Development, Business Implementation Managers, and Commercial teams

• Represent Customer Implementation in cross-functional forums

• Establish consistent standards, documentation, and ways of working

• Contribute to scaling and improving the standard API onboarding model

 Our requirements:

• Minimum 3 years of people management experience

• Proven experience leading global and remote teams

• Experience in customer-facing IT, integration, API, or digital platform environments

• Strong people leadership skills with empathy and emotional intelligence

• Passion for developing individuals and teams

• Excellent communication skills across cultures

• Enjoys leadership collaboration, sparring, and solving complex challenges together with peers

• Customer-centric mindset with focus on quality and scalability

• Structured, proactive, and comfortable working in a fast-paced environment

 What we offer:

• Employment based on an employment contract, along with a comprehensive benefits package 

• Training and development programs, as well as access to an e-learning platform 

• Onboarding program with the support of a dedicated Buddy 

• Participation in an annual, company-wide integration event 

• A work environment based on Scandinavian organizational culture 

• Opportunities for growth through our internal program 

 Benefits:

• Sharing the costs of sports activities 

• Private medical care 

• Sharing the costs of foreign language classes 

• Sharing the costs of professional training & courses 

• Life insurance 

• Integration events 

• Corporate gym 

• Corporate sports team 

• Coffee / tea 

• Parking space for employees 

• Extra social benefits 

• Holiday funds 

• Christmas gifts 

• Employee referral program 

• Charity initiatives 

• Bicycle parking 

• Modern and ergonomic office 

• Yoga in the office