Senior Executive - Customer Service Training (AOCS)

IndiGo; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

IndiGo seeks a Senior Executive / Executive – Customer Service Training (AOCS) to deliver airport operations and customer service training, ensure service excellence, and drive continuous improvement of modules. Role interfaces include Airport Operations, Training & Quality, and Customer Experience teams.

The ideal candidate will have a graduate degree with 2–4 years in airport terminal operations, and proven ability to train across domestic and international, including code-share, with

Qualifications

• Graduate with 2-4 years in airport terminal operations.
• Experience in customer service training and program delivery.
• Solid understanding of IndiGo policies and procedures.
• Strong communication and presentation skills suitable for training.

Responsibilities

• Conduct customer service, system, and functional training programs as scheduled.
• Deliver training across domestic, international, and code-share operations.
• Update and enhance training materials, modules, and job aids.
• Identify innovative methods to improve training effectiveness and efficiency.
• Ensure adherence to training quality standards and operational policies.
• Travel extensively (approx. 18 days/month) for training delivery.

Skills

Airport ops knowledge

Domestic & international ops

Code-share operations

IROPs training

IndiGo policies

Communication & presentation

Education

Graduate in any discipline

Job description

Senior Executive - Customer Service Training (AOCS)

Gurgaon 19 th Aug 26

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world. We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

Role

Job Title

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

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
• Strong interpersonal and collaboration skills
• Adaptability and flexibility
• High ownership and accountability
• Innovation and continuous improvement mindset
• Customer-centric approach

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 dynamic environments

Qualifications and Experience

• Graduate in any discipline
• 2-4 years of experience in airport terminal operations

Additional information

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’

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