Josie Jones

Senior Project Manager @DHL eCommerce

GB

Customer Service Centre Transition & Offshore Onboarding, Led the successful exit from the legacy customer service provider and onboarded DHL’s first offshore Customer Service Centre in Ghana. Managed key internal and external stakeholders to ensure smooth project execution and alignment with business goals. Oversaw third-party relationships with 3rd Party providers, ensuring SLA adherence and performance. Handled end-to-end tender and contract management processes. Delivered consistent, high-quality project management services across all phases. Coordinated training programs to ensure readiness of the new service team. Captured and documented lessons learned to inform future transitions and improve operational efficiency- AI-Driven Quality Monitoring Tool, Customer Service Innovation Spearheaded the implementation of DHL’s first AI-powered quality assurance tool, capable of evaluating call centre agent performance through speech analysis. Ensured full compliance with data protection regulations during AI integration. Led collaboration with third-party vendors to merge data systems and enhance tool effectiveness- PIN & Age Verification on Delivery: Implemented secure delivery enhancements, including PIN-on-delivery for high-value goods and age verification for age-restricted items (18+), improving compliance and customer experience- Finance System Upgrades, Delivered a successful upgrade of the Open Accounts and eBis financial tools, working closely with third-party providers- Power BI Implementation: Defined and delivered new business reporting tools using Power BI. Worked directly with the executive board to design strategic dashboards and improve data-driven decision-making- Data Warehouse & MI Oversight: Managed a team responsible for incoming workload to the MI Data Warehouse. Provided regular updates to executive leadership and key stakeholders on data integrity, volume, and reporting progress.