Customer Experience and Collections Operations Lead, Amazon Financial Services

About 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 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.


Key job responsibilities
Strategic Customer Experience & Collections Management

* Own and optimize the customer support and collections strategy for Financial Services aligning with Amazons 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

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
Youll 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.


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

- Bachelors 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 as well as any data visualization tools like Tableau or similar BI tools (familiarity with Tableau preferred)
- Speak write and read fluently in English and have 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

- 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 including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.