Head - Customer Experience and Collections, 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. Your ability to communicate effectively with senior leadership, manage crisis situations, plan capacities, and deliver results will be crucial for success.

• 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 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 onboarding, 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.

You'll be pioneering the development of our Financial Services customer experience and collections framework. You will be part of fast-moving Day 1 culture team and will need to wear 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, create performance metrics and dashboards, and build relationships across multiple stakeholders.

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

• 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