PM, Customer Excellence, Amazon Air Cargo

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

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About this role

PM, Customer Excellence, Amazon Air Cargo Bengaluru, Karnataka, IND 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

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