Customer Experience and Collections Operations Lead, Amazon Financial Services
2 semanas atrás
Customer Experience and Collections Operations Lead, Amazon Financial Services At Amazon, we are working to be the most customer‑centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a combination of analytical, leadership skills, and strong program management expertise to build customer support and collections processes while ensuring compliance with Financial Services regulations and internal policies. Key Responsibilities Own and optimize the customer support and collections strategy for Financial Services, aligning with Amazon's customer experience and business goals. Lead the development and implementation of customer support and collections policies, procedures, and recovery strategies. Manage customer‑impacting issues in real‑time, including crisis management and escalations. Oversee collections performance, including portfolio management and recovery rates. Drive continuous improvement in collections effectiveness and efficiency. Act as the primary point of contact between Customer Support, Collections, and key stakeholders including Risk, Product Management, Operations, and Technical teams. Support partner selection and on‑boarding, establishing operational frameworks, SLAs, and incident management processes. Coordinate with Legal and Business Development teams on partner selection, contract management and compliance. Define, monitor, and analyze customer support, collections, and experience processes and metrics (CSAT, FCR, AHT, CPU, Recovery Rates) to identify improvement opportunities. Develop and maintain dashboards for tracking key performance indicators. Lead implementation of new customer support products, initiatives, and process improvements. Ensure compliance with regulatory requirements in customer support and collections operations. Provide regular reporting and insights to senior management on performance metrics and trends. About the Team Inclusive team culture that values diverse perspectives. Work‑life balance with flexible working hours. Strong emphasis on mentorship and career development. Opportunity to shape the future of Financial Services in Latin America. Basic Qualifications Bachelor's degree in Business Administration, Finance, Economics, Computer Science, or a related field. Experience in problem solving and data analytics. Knowledge of advanced skills in Excel and familiarity with Tableau or similar BI tools. Fluency in English, with the ability to take direction in English. Solid experience in Customer Experience / Support Program Management. Solid experience in Consumer Lending Collections. Experience in Brazilian market operations. Strong negotiation, influencing and stakeholder management skills. Preferred Qualifications Experience with statistical modeling / machine learning. Project Management Professional (PMP) or equivalent certification. Strong understanding of Financial Services, credit payments or Fintech regulations. Previous experience in launching or scaling financial products and/or customer support sites/services in Latin America. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information. #J-18808-Ljbffr
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São Paulo, Brasil Amazon Tempo inteiroAbout the Role At Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a...
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São Paulo, Brasil Amazon Tempo inteiroAbout the RoleAt Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a combination...
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São Paulo, Brasil Amazon Tempo inteiroAbout the RoleAt Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a combination...
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Sao Paulo, Brasil Amazon Tempo inteiroAbout the Role At Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a...
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São Paulo, São Paulo, Brasil Amazon Tempo inteiro R$120.000 - R$240.000 por anoAbout the Role At Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a...
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Greater São Paulo Area, Brasil Amazon Tempo inteiro R$104.000 - R$156.000 por anoDescriptionAbout the RoleAt Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a...
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São Paulo, São Paulo, Brasil Amazon Tempo inteiro R$90.000 - R$120.000 por anoDESCRIPTIONAbout the RoleAt Amazon, we are working to be the most customer-centric company on earth. We are seeking a Senior Program Manager to join our Latin America Financial Services Customer Experience and Collections team. The ideal candidate will drive excellence in customer support, collections operations, and partner management. This role requires a...
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São Paulo, Brasil Amazon.com Tempo inteiroDESCRIPTION About the Role Key job responsibilities Key Responsibilities: Strategic Customer Experience & Collections Management - Own and optimize the customer support and collections strategy for Financial Services, aligning with Amazon's customer experience and business goals - Lead the development and implementation of customer support and collections...
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