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.
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Company - Amazon Servicos de Varejo do Brasil Ltda.
Job ID: A3071605
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