PM, Customer Excellence, Air Cargo

Position: PM, Customer Excellence, Amazon Air Cargo
Location: Bengaluru

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 24/7 tactical support, while this Customer Excellence Specialist role enables that team to operate more efficiently through training, process optimization, and continuous improvement initiatives.

Basic Qualifications

3+ years of program or project management experience
3+ years of working cross functionally with tech and non-tech teams experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Bachelor's degree
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

3+ years of driving end to end delivery, and communicating results to senior leadership experience
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules

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Job : A3190032