Kunal Mandla
Global Head of Customer Delivery Experience @Amazon
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WORK HISTORY
Global Head of Customer Delivery Experience @Amazon
Lead Amazon’s global Delivery Experience organisation, setting the strategy and operating mechanisms that govern how the company delivers for customers across 30B+ annual shipments and 70M+ service interactions. Define the worldwide direction for delivery accuracy, automation, and predictive intelligence to ensure the network scales with consistency, reliability, and customer trust across international markets.Own the end-to-end Delivery Experience roadmap, aligning senior leadership across logistics, engineering, product, data science, customer service, and operations to eliminate systemic friction and strengthen the customer journey upstream. Integrate core commercial levers including cost per unit, unit economics, margin optimisation, and EBITDA impact into global prioritisation and long-term investment decisions.Partner with leaders across 12 business lines to embed customer-first governance and align technology, operations, and planning teams behind a consistent global CX strategy. Drive adoption of CX-led metrics, advanced analytics, and cross-functional standards that guide the evolution of Amazon’s delivery network and deliver sustained customer and operational outcomes worldwide.
EDUCATION
King's College London
Bachelor's Degree, Bsc Business Management
Esade
Master in Business Administration, Full Time MBA
SKILLS
ABOUT KUNAL MANDLA
I am a global operations and customer experience leader with 15+ years of experience building, scaling, and governing complex, safety-critical networks across the UK, Europe, and worldwide. I specialise in turning high-growth complexity into disciplined execution by designing operating models, governance mechanisms, and performance systems that deliver consistent outcomes at scale.My work influences 30B+ annual deliveries and 70M+ customer interactions. I have led large-scale transformations that delivered $725M+ in global efficiencies, mitigated $1.5B+ in operational and customer risk, and directed £129M of capital investment to expand and stabilise national infrastructure under extreme constraints. The common thread is simple: I fix root causes upstream and build systems that make performance predictable, not dependent on heroics.I operate at the intersection of strategy, technology, and frontline execution, partnering across product, engineering, data science, customer service, and field operations. My experience spans automation, AI-enabled decisioning, network expansion, defect elimination, and end-to-end customer journey redesign, always grounded in unit economics and long-term commercial performance.I am known for calm, high-ownership leadership, creating clarity in ambiguity, and aligning senior stakeholders around a small number of decisive priorities. Whether scaling infrastructure, eliminating systemic defects, or leading multi-year global roadmaps, I build high-performing teams and durable mechanisms that hold the gains and strengthen customer trust over time.
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