
Head - Customer Experience and Collections, Financial Services
4 semanas atrás
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
- 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
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 TeamWe 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
- 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)
- 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 https://amazon.jobs/content/en/how-we-hire/accommodations 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: A3071605
NoticesReferrals increase your chances of interviewing at Amazon by 2x. Get notified about new Head of Customer Experience jobs in Greater São Paulo Area.
#J-18808-Ljbffr
-
Head - Customer Experience and Collections, Financial Services
3 semanas atrás
São Paulo, São Paulo, Brasil Amazon Tempo inteiroOverview 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,...
-
Head - Customer Experience and Collections, Financial Services
4 semanas atrás
São Paulo, 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...
-
Head - Customer Experience and Collections, Financial Services
4 semanas atrás
São Paulo, 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...
-
Head - Customer Experience and Collections, Financial Services
4 semanas atrás
São Paulo, 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...
-
Collections Manager
3 semanas atrás
São Paulo, São Paulo, Brasil buscojobs Brasil Tempo inteiroWe are looking for a Credit & Collections Analyst to join our finance team. This role is ideal for professionals with a strong background in credit analysis, collections, and financial risk management who are passionate about driving transformation and automation within the finance function.Accounts Receivable AnalystHojeWe are looking for a Credit &...
-
Senior Credit and Collections Specialist
3 semanas atrás
São Paulo, São Paulo, Brasil beBeeCredit Tempo inteiroJob Profile We are seeking a highly skilled Credit and Collections Specialist to drive strategic growth within our organization. The ideal candidate will possess a strong background in credit analysis, collections management, and financial risk mitigation strategies. Maintain and update customer account information in enterprise resource planning systems...
-
Customer Financial Services Representative
3 semanas atrás
São Paulo, São Paulo, Brasil Bloomberg Tempo inteiroWe are a global business and financial information and news leader, giving influential decision makers a critical edge by connecting them to a dynamic network of information, people and ideas. To be successful we need people and teams who have the passion and pace to deliver to our clients. Our teams consist of individuals who are analytical, organized and...
-
Sr Collections Analyst
2 semanas atrás
São Paulo, São Paulo, Brasil R2 Tempo inteiro R$60.000 - R$120.000 por anoWho we are At R2, we believe that small and medium businesses are the productive engine of society. Small and medium businesses (SMBs) make up over 90% of companies in Latin America, yet they face a trillion-dollar credit gap. Our mission is to unlock SMBs' potential by providing financial solutions tailored to their needs. We are reimagining the financial...
-
Collections Specialist
4 semanas atrás
São Paulo, São Paulo, Brasil buscojobs Brasil Tempo inteiroOverview Kapitale is a direct funder for Latino Business owners in the USA. This is a full-time remote role for a Collections Specialist. The Collections Specialist will be responsible for managing and collecting outstanding debts from clients, communicating with customers via phone, email, or mail, and handling cash collection. The role also involves...
-
Finance Operations Analyst, Collections
3 semanas atrás
São Paulo, São Paulo, Brasil Google Tempo inteiroMinimum qualifications:- Bachelor's degree or equivalent practical experience- 1 year of experience working in client management/consulting- Experience working in the Collections/Order to Cash/customer service space- Ability to speak and write in English, Spanish, and Portuguese fluentlyPreferred qualifications:- Experience in developing healthy customer...