Pratik Patel

About Pratik Patel

I build organizations that customers trust and teams can scale.Over two decades at DHL, I’ve led complex P&L operations, turned around under performing regions, and designed the global operating models now used across DGF.My career spans every major lever of value creation — Sales, Operations, Air/Ocean Product, Customer Operations, Implementation, and Continuous Improvement — giving me an end to end understanding of what drives performance in freight forwarding.What I do best:I bring order to complexity, connect functions that don’t naturally connect, and design systems that deliver predictable outcomes at scale. Whether transforming a $680M region, leading Lean Six Sigma nationally, or architecting our global Control Tower & Implementation models, I focus on clarity of design, disciplined execution, and customer anchored results.Signature Contributions• Led P&L, people leadership, and operational transformation across 8 major markets and employees.• Turned around revenue, margin, and customer performance across multiple regions (up to +17% revenue,+27% EBIT, and major churn reduction).• Designed and launched Control Tower Vision 2025 and the Global Customer Operations model — now core to DGF’s service delivery framework.• Spearheaded national Lean Six Sigma (First Choice) deployment, delivering multimillion dollar savings and upgrading KPI governance across 100+ stations.• Built sector based customer delivery models and digital enablement frameworks that improved SLA reliability and onboarding speed.• Trusted strategic partner to senior executives during major transformations, escalations, and customer-critical initiatives.How I Lead• I anchor decisions in customer impact.• I drive structural clarity where ambiguity exists.• I elevate capability — not just outcomes — so performance scales after me.• I connect Product, Sales, Ops, and Finance into one operating rhythm.• I build teams that operate with transparency, discipline, and confidence.I thrive at the intersection of strategy, operations, and transformation — and I’m energized by roles where the mandate is to re-architect how a business functions end to end.

Experience

1. Global Vice President, Customer Operations Air Freight

   DHL Global Forwarding

   Mar 2025 — Present

   As Global VP of Customer Operations for Air Freight, I lead DGF’s AFR post-award execution system across regions, integrating implementation, Control Tower, GSC, and digital enablers to deliver best-in-class customer experience at scale.• Designed and deployed the 3-tier Control Tower model (Global, GSC, and Country CPMs), creating the foundation for SLA governance, escalation velocity, and customer transparency.• Defined and led the AFR Implementation 2025-26 transformation, simplifying execution layers, and aligning service delivery to customer and product expectations.• Integrated Control Tower milestone visibility into customer onboarding — connecting Global Model, margin logic, SLA adherence, and digital tools into a unified architecture.• Delivered 33% productivity gain through workforce redesign and automation.• Reduced onboarding time by 25% and DOE by 30% via AI automation module.• Maintained high customer satisfaction and SLA stability during multi-region structural transformation.

Education

• Villanova University

  Lean Six Sigma Black Belt

  2009 — 2009

• Arizona State University

  B.S & MBA, Computer Science & MBA in Management

  1999 — 2007

Skills

• Leadership
• Air Freight
• Sales Management
• Transportation Management
• Procurement
• Strategic Planning
• Warehouse Management
• Budgeting
• Supply Chain Management
• Strategic Sourcing
• Sales Operations
• Project Management
• Sap
• Change Management
• Bpo
• Logistics Management
• Competitive Analysis
• Contract Negotiation
• Pricing
• Labor Relations
• Warehousing
• Purchasing
• Process Improvement
• P&L Management
• Business Strategy
• Transportation
• Six Sigma
• International Business
• Negotiation
• Sales
• Freight Forwarding
• Process Engineering
• Logistics
• New Business Development
• Forecasting
• Continuous Improvement
• Inventory Management
• Coaching
• Supply Chain
• Freight