Head - Customer Experience and Support, Amazon Financial Services Operations

Amazon; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading company in Financial Services is seeking a Senior Program Manager to enhance customer support processes. The role involves strategic leadership, program management, and compliance oversight. Ideal candidates should possess strong analytical skills and experience in customer experience management, particularly in a financial context. Join a diverse team that values inclusion and offers mentorship and career development opportunities.

Benefits

Inclusive team culture

Work-life balance with flexible working hours

Strong emphasis on mentorship and career development

Qualifications

• 8+ years of experience in Customer Experience / Support Program Management.
• Strong understanding of Financial Services, credit payments or Fintech regulations.

Responsibilities

• Own and optimize the customer support strategy for Financial Services.
• Lead the development and implementation of customer support policies.
• Define, monitor, and analyze customer support processes and metrics.

Skills

Analytical Skills

Leadership

Program Management

Negotiation

Stakeholder Management

Data Analysis

Fluent in English

Spanish

Portuguese

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Finance

Bachelor's Degree in Tech

Bachelor's Degree in Customer Experience

Tools

Data Visualization Tools

Job description

Head - Customer Experience and Support, Amazon Financial Services Operations

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 team. The ideal candidate will drive excellence in customer support. This role requires a combination of analytical, leadership skills, and strong program management expertise to build customer support 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
- Own and optimize the customer support strategy for Financial Services, aligning with Amazon's customer experience and business goals
- Act as the primary point of contact between Customer Support and key stakeholders including Risk, Collections, Product Management, Operations, and Technical teams
- Lead the development and implementation of customer support policies and procedures
- Manage customer-impacting issues in real-time, including crisis management and escalations

Program Management, Process Optimization & Analysis
- Define, monitor, and analyze customer support and experience processes and metrics (CSAT, FCR, AHT, CPU) to identify improvement opportunities
- Develop and maintain dashboards for tracking key performance indicators
- Lead implementation of new customer support products, initiatives, and processes improvements
- Ensure compliance with regulatory requirements in customer support
- Provide regular reporting and insights to senior management on customer experience metrics and trends

A day in the life
You'll be pioneering the development of our Financial Services customer experience framework. You will be part of fast moving Day 1 culture team and will need to multiple hats as we scale the business while partnering with Product, tech and Operations. Your days will initially focus on establishing foundational elements to design customer support processes, create performance and customer experience metrics and dashboards, and build relationships across multiple stakeholders like Risk, Product, Legal, Operations, and others.

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
- 8+ years of experience in Customer Experience / Support Program Management
- Excellent analytical and problem-solving skills
- Strong negotiation, influencing and stakeholder management skills
- Advanced proficiency in data analysis and visualization tools
- Fluent in English (written and verbal) and Spanish and/or Portuguese (written and verbal)

PREFERRED QUALIFICATIONS

- Strong understanding of Financial Services, credit payments or Fintech regulations
- Six Sigma certification or equivalent process improvement methodology
- 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.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.