PM, Customer Excellence, Amazon Air Cargo

Job description

The Customer Excellence Specialist drives operational and customer excellence within Amazon Air's Customer Operations Management (COM) team in Bangalore, India. This role focuses on continuous improvement, process optimization, and enabling the COM IN team to deliver exceptional service across Amazon Air's global cargo network. Unlike shift-based operators who execute daily tasks, this specialist builds the systems, training, and workflows that make the team more efficient, reduce costs, and scale operations sustainably.

Key job responsibilities

Training & Knowledge Management

• Collaborate with COM US to develop comprehensive training content for COM IN operators
• Create and maintain knowledge management systems, SOPs, and workflow documentation
• Design onboarding programs that reduce time-to-productivity for new team members
• Build scalable training materials that support global expansion

Continuous Improvement & Process Optimization

• Identify and implement process enhancements that drive operational efficiency and cost reduction
• Partner with ACAR Product, Data & Analytics teams to automate manual tasks (order creation, shipment tracking, booking requests)
• Reduce contact volume by enabling operator self-sufficiency and customer self-service capabilities
• Optimize workflows and handoffs between COM IN operators and cross-functional teams

Performance Analysis & Reporting

• Establish and monitor KPIs for COM IN operations, analyzing trends to identify improvement opportunities
• Track automation impact, contact reduction metrics, and training effectiveness
• Provide data-driven insights to COM US and leadership on operational performance
• Support root-cause analysis for recurring operational issues

Cross-Functional Collaboration

• Work with COM US team on strategic initiatives that impact global operations
• Partner with ACAR Product and Data & Analytics to implement technology solutions
• Coordinate with ACFO, NCC, and GTWY OPS teams to streamline operational processes
• Act as subject matter expert for COM IN on process improvement initiatives

About the team

Amazon Air's Customer Operations Management (COM) team ensures exceptional customer experience by managing the operational execution of cargo shipments across Amazon Air's global network. The COM IN team in Bangalore provides around the clock tactical support, while this Customer Excellence Specialist role enables that team to operate more efficiently through training, process optimization, and continuous improvement initiatives.