PM, Customer Excellence, Amazon Air Cargo

Amazon is hiring a PM, Customer Excellence, Amazon Air Cargo in Bengaluru, India. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include process optimization, training and knowledge management.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Drive operational excellence, training programs, and workflow optimization within Amazon Air Cargo's customer operations.

process-optimizationtrainingknowledge-managementprogram-management

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.

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

PM, Customer Excellence, Amazon Air Cargo at Amazon rates 10 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

PM, Customer Excellence, Amazon Air Cargo is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, KA, Bengaluru.
The job was posted on October 12, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Process OptimizationTrainingKnowledge ManagementProgram Management

Questions you could be asked

Tell me about a project where process optimization was part of your work. What did you do?
Tell me about a project where training was part of your work. What did you do?
Tell me about a project where knowledge management was part of your work. What did you do?
Tell me about a project where program management was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Process Optimization, Training, Knowledge Management, and Program Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

Get your CV reviewed before you apply

Send your CV and the role you want next. Your review arrives by email within 3 days.

Get a free CV review Check your resume with the ATS resume checker