Head of Customer Excellence – Air Cargo Operations

About the role

This senior leadership position drives operational excellence for Amazon Air Cargo, ensuring seamless freight movement, optimal aircraft utilization, and superior customer experience across the network.

Key responsibilities

• Develop and execute strategies to optimize cargo flow, reduce costs, and improve service reliability.
• Lead, coach, and grow a team of Air Cargo Operations Specialists, fostering a culture of innovation and customer obsession.
• Define, track, and act on key performance indicators to address operational challenges.
• Collaborate with Operations, Ground Handling, and Customer Operations teams for integrated service delivery.
• Oversee capacity forecasting and allocation to maximize aircraft utilization.
• Identify and implement process improvements for efficiency and cost savings.
• Ensure compliance with aviation regulations, safety protocols, and Amazon standards.
• Manage relationships with third‑party cargo handling partners to meet performance standards.

Required profile

• 5+ years of cross‑functional experience working with both technical and non‑technical teams.
• 5+ years of team management experience.
• 5+ years of experience delivering cross‑functional projects.
• 5+ years of program or project management experience, including defining requirements and using data‑driven metrics.
• Preferred: Proven ability to manage, analyze, and communicate results to senior leadership.

Required skills