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About the Role

The VP, Digital & BPO Business Engagement acts as a trusted advisor between business, customers, Digital, IT, and Business Process Optimization teams. This role translates business needs into practical digital, automation, and process-improvement solutions to enhance customer experience, operational efficiency, compliance, productivity, and cost sustainability. It leads regional operational excellence, engagement, technology adoption, CW1 business enablement, and continuous improvement, while supporting the successful delivery and benefits realization of digital and BPO initiatives, including the transformation of roles and tasks to GBS.

Responsibilities

Act as the strategic link between business, customers, Digital, IT, and BPO teams, translating business needs into digital, automation, and process improvement solutions that deliver customer value and operational efficiency.
Build and maintain strong relationships with customers, country leaders, operational teams, Sales, and technology stakeholders to ensure alignment and successful outcomes.
Identify, prioritize, and drive digital transformation, automation, business process optimization, and operational excellence initiatives across the region.
Lead BPO programs, including process standardization, workflow redesign, automation, productivity improvements, and the transition of activities and roles to GBS.
Partner with Sales and business teams to develop scalable digital solutions that support customer growth, retention, and RFQ opportunities.
Champion technology adoption, user experience, change management, and continuous improvement to maximize business benefits and return on investment.
Provide business leadership for CW1 capability, including process support, reporting enhancements, user readiness, testing, training, and adoption activities.
Drive operational and financial KPI performance through strong stakeholder engagement, governance, and performance management.
Lead the successful delivery of transformation, system enhancement, and integration initiatives, ensuring benefits realization while minimizing business disruption.
Represent regional business requirements in technology strategy, investment planning, and roadmap discussions, influencing future digital capabilities.
Ensure compliance with governance, risk, security, and regulatory requirements while maintaining robust documentation, controls, and audit readiness.
Monitor industry trends, emerging technologies, and evolving business needs to identify opportunities that enhance customer experience, efficiency, and competitive advantage.

Requirements

Bachelor’s degree in IT, Business, Logistics, Supply Chain or a related discipline.
Experience in digital transformation, business engagement, process improvement, operational excellence, BPO or IT-enabled change roles.
Freight forwarding or logistics industry experience is strongly preferred, with a sound understanding of operations, customs, trade lanes and customer service requirements.
Experience leading cross-functional projects and change initiatives from requirements through implementation and benefits realization.
Stakeholder relationship management, influencing, negotiation and communication skills.
Experience engaging customers and supporting major commercial opportunities and solution design.
Confident facilitator and presenter, with experience delivering training and coaching.
Must be entitled to work in the United States of America.
Must be prepared to undertake pre-employment checks including a criminal history check and medical.

Skills

Digital transformation
Business engagement
Process improvement
Operational excellence
BPO
IT-enabled change
Freight forwarding
Logistics
Operations
Customs
Trade lanes
Customer service
Cross-functional project leadership
Change initiative leadership
Stakeholder relationship management
Influencing
Negotiation
Communication
Customer engagement
Commercial opportunity support
Solution design
Facilitation
Presentation
Training delivery
Coaching

Location

US (Flexible)

Work Type

Full-time

Experience Level

Senior level

Education Level

Bachelor’s degree

Salary/Compensations

$152,000 - $220,000

Benefits

Paid vacation
Sick time
Floating holiday time
Health benefits
Life insurance
Personal accident insurance
401k with company match

About the Company

At Toll, we do more than just logistics - we move the businesses that move the world.
Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small.
We have been supporting our customers for more than 130 years.
Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries.
We are proudly part of Japan Post.
At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving.
Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do.
With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress.
We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact.
Learn and grow with industry-leading training, alongside talented experts.
Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Equal Opportunity

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.