Head - Customer Experience and Collections, Financial Services

Overview

Senior Program Manager role focusing on Customer Experience and Collections for Amazon Financial Services in Latin America. The successful candidate will drive excellence in customer support, collections operations, and partner management, ensuring compliance with Financial Services regulations and internal policies. Strong program management, leadership, and analytical capabilities are required to communicate with senior leadership, manage crises, plan capacity, and deliver results.

Responsibilities

• Own and optimize the customer support and collections strategy for Financial Services, aligning with Amazon's customer experience and business goals
• Lead 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

Partner and Operations Management

• 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

Program Management, Process Optimization & Analysis

• 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

A day in the life

You will help pioneer the development of the Financial Services customer experience and collections framework. You will work in a fast-moving Day 1 culture, wearing multiple hats as we scale the business while partnering with Product, Tech, and Operations. Your days will focus on establishing foundational elements to design customer support and collections processes, creating performance metrics and dashboards, and building relationships across stakeholders.

About The Team

We embrace diversity and inclusion as key pillars of our culture. We offer:

• 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, Tech, Customer Experience or related field
• Solid experience in Customer Experience / Support Program Management
• Solid experience in Consumer Lending Collections
• Experience in Brazilian market operations
• Excellent analytical and problem-solving skills
• Strong negotiation, influencing and stakeholder management skills
• Advanced proficiency in data analysis and visualization tools
• Fluent in English and Portuguese (written and verbal)

Preferred Qualifications

• Strong understanding of Financial Services, credit payments or Fintech regulations
• Experience with machine learning and statistical modeling
• Project management certification (PMP, PRINCE2, or equivalent)
• 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, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company - Amazon Servicos de Varejo do Brasil Ltda.

Job ID: A

Notices

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