Senior Executive / Executive – Customer Service Training (AOCS)
Role Highlights / Summary
Responsible for delivering customer service and systems training programs for airport operations, ensuring service excellence, operational compliance, and continuous enhancement of training modules while supporting organizational projects and engagement initiatives.
Typical Interfaces
Airport Operations Team (Domestic & International)
Training & Quality Teams
Customer Experience Team
Cross-functional Operational Stakeholders
Key Responsibilities
Conduct customer service, system, and functional training programs as per defined schedules
Deliver training across domestic, international, and code-share operations
Participate in and contribute to organizational projects and engagement initiatives
Update, review, and enhance training materials, modules, and job aids
Identify and implement innovative methods to improve training effectiveness and efficiency
Ensure adherence to training quality standards and operational policies
Support IROPs-related training scenarios and modules
Travel extensively (approx. 18 days/month) for training delivery across locations
Work in rotational shifts including morning and afternoon rosters
Required Skills
Strong knowledge of airport terminal operations
Expertise in handling domestic, international, and code-share operations
Experience in managing IROPs (Irregular Operations)
Thorough understanding of IndiGo policies and procedures
Strong communication and presentation skills
Ability to manage training delivery in agile environments
Qualifications And Experience
Graduate in any discipline
2-4 years of experience in airport terminal operations
Reporting
Reports to: Manager/Lead – Customer Service Training
Location & Work Mode
Location: As per business requirement (Airport/Base locations)
Work Mode: On-site with extensive travel
Shift: Rotational shifts and rostered offs