Head of Customer Excellence , Amazon Air Cargo

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 Airs mission of reliable efficient cargo transportation. This position manages at least nine operations specialist that drive ACARs 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 Amazons 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.

- 5 years of working cross functionally with tech and non-tech teams experience
- 5 years of team management experience
- 5 years of cross functional project delivery experience
- 5 years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements

- Experience managing analyzing and communicating results to senior leadership

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