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Head of Customer Excellence , Amazon Air Cargo
Amazon
Customer Service
India · Bengaluru, Karnataka, India · Karnataka, India
Posted on Mar 10, 2026
Description
This role leads operational excellence within Amazon Air Cargo (ACAR) Network, ensuring seamless coordination of freight movement, aircraft utilization, and team performance. This leadership position is responsible for driving operational strategy, team development, and continuous improvement initiatives that support Amazon Air's mission of reliable, efficient cargo transportation. This position manages at least nine operations specialist that drive ACAR's customer experience.
Key job responsibilities
• Strategic Leadership: Develop and implement operational strategies that optimize cargo movement, reduce costs, and enhance service reliability across the Amazon Air network.
• Team Management: Lead, coach, and develop a team of Air Cargo Operations Specialists, fostering a culture of excellence, innovation, and customer obsession.
• Performance Metrics: Establish and monitor key performance indicators for cargo operations, analyzing trends and implementing data-driven solutions to address operational challenges.
• Cross-Functional Collaboration: Partner with Operations, Ground Handling and Customer Operations teams to ensure integrated service delivery and issue resolution.
• Capacity Planning: Oversee cargo capacity forecasting and allocation processes, optimizing aircraft utilization and network efficiency.
• Continuous Improvement: Identify and implement process enhancements that drive operational excellence and cost efficiency.
• Compliance Oversight: Ensure adherence to aviation regulations, safety protocols, and Amazon standards across all cargo operations.
• Vendor Management: Work with third-party cargo handling partners, ensuring performance standards are met.
About the team
Amazon Air is a dedicated air cargo network that supports Amazon's growing customer fulfillment operations. With a fleet of aircraft operating across a network of airports, Amazon Air plays a critical role in meeting customer promises by transporting packages between fulfillment centers and delivery stations.