Head - Customer Experience and Support, Amazon Financial Services Operations
hace 2 semanas
DESCRIPTIONAbout the RoleKey job responsibilitiesStrategic 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 escalationsProgram 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 trendsA day in the lifeYou'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 teamWe 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 AmericaBASIC 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
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Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completoBachelor'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 -...
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Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completoBachelor'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 -...
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Ciudad de México Klar Technologies GmbH A tiempo completoAbout KLARLet’s start with the basics! Klar is a Mexican fintech startup whose mission is to democratize and revolutionize the way in which financial services have been delivered so far in Mexico, especially since half of the population doesn’t have a bank account. We offer a rich set of products across our debit and credit offers and the future is...
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Ciudad de México, CDMX Amazon Web Services Mexico S. de R.L. de C.V. A tiempo completoBachelor’s degree in computer science or related engineering discipline, or equivalent experience - 8+ years of relevant experience in enterprise IT, consulting, and/or engineering/development - Experience with engaging deeply with C-level executives to define and execute enterprise-wide transformation programs - Experience with identifying opportunities...
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Ciudad de México, Ciudad de México Amazon Web Services (AWS) A tiempo completoDescriptionAre you interested in joining a team focused on increasing the adoption of Amazon Web Services by developing enterprise accounts in Mexico? Do you have the business acumen, executive relationships, and technical expertise to help position Amazon as a key technology platform provider?As an Account Manager for Financial Services Sector accounts, you...
