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 •…