Head - Customer Experience and Support, Amazon Financial Services Operations

Amazon; Ciudad de México; Presencial; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A global e-commerce leader in Mexico is looking for a Senior Program Manager to enhance their customer support strategies in Financial Services. This key role will involve managing relationships across various stakeholders, optimizing support processes, and ensuring regulatory compliance. Ideal candidates must have over 8 years of relevant experience, strong analytical skills, and be fluent in both English and Spanish. The position offers a culture of inclusion and professional development opportunities.

Servicios

Inclusive team culture

Work-life balance with flexible hours

Strong emphasis on mentorship and career development

Formación

• 8+ years of experience in Customer Experience / Support Program Management.
• Fluent in English and Spanish and/or Portuguese.

Responsabilidades

• Own and optimize the customer support strategy.
• Manage real-time customer-impacting issues.
• Lead implementation of new customer support products.

Conocimientos

Analytical skills

Leadership skills

Program management expertise

Communication skills

Crisis management

Negotiation skills

Data analysis

Visualisation tools

Stakeholder management

Educación

Bachelor's Degree in Business Administration or related field

Herramientas

Data analysis tools

Descripción del empleo

Description

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.