Customer Service & Support Jobs in São Paulo, Brazil (Now Hiring) — 1,242 open — Page 12

Amazon Financial Services is seeking a Program Manager to own third-party partner governance for our operations in Brazil. You will manage the day-to-day operational relationship with partners that deliver core capabilities across our product lifecycle. This role requires you to enforce SLAs, run governance cadences, drive incident resolution, track business impact, and own the partner-side operational roadmap that complements the product roadmap. When a partner underperforms, you own the corrective action. When a partner outage occurs, you lead the response.

Key job responsibilities
Own the operational governance of service partners across the product lifecycle, including platform providers, customer support operations, collection agencies, and fund administrators

Run recurring governance cadences: weekly operational syncs, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs) — preparing performance data, tracking action items to closure, and escalating when SLAs breach

Monitor and enforce contractual SLAs (platform uptime, incident response/resolution times, service levels) and produce regular performance reporting for leadership

Lead incident management for partner-side outages and failures: classify severity, trigger escalation protocols, coordinate resolution, and conduct root-cause analysis

Measure and report business impact of partner operations on product KPIs

Maintain and execute the partner-side operational roadmap, coordinating integration milestones and capability build outs with Product, Tech, and Operations teams

Own the Partner Engagement mechanisms and escalation protocols; ensure all stakeholders understand the escalation path and response expectations

Coordinate with Legal, Security, Compliance, and Procurement teams on contract management, data governance, and regulatory obligations tied to partner operations

A day in the life
Your focus is on keeping partners performing within Amazon's bar and ensuring the operational roadmap advances. You will review partner availability and SLA dashboards regularly. As required, you will triage incidents, update severity logs, and ensure resolution timelines are on track. You will run weekly syncs with partners — reviewing open blockers, tracking action items, and aligning on upcoming integration milestones. You will prepare MBR and QBR decks pulling performance data across SLA dimensions, flag trending breaches with corrective action recommendations, and coordinate with Security, Legal, and Procurement on partner-related assessments and contract milestones.

About the team
We are a Day 1 team building Financial Services operations in Latin America. Our partners deliver core product capabilities — their performance is our business continuity. We build governance that treats partner performance accordingly. We move fast, own end-to-end, and value diverse perspectives. Basic Qualifications: - Bachelor's degree
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Speak, write, and read fluently in English
- Experience with data and analysis tools including Microsoft Excel and SQL
- Experience managing conflict, escalations, negotiating compromise, influencing others and problem solving with engineering teams
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams Preferred Qualifications: - PMP certificate
- Experience with financial services, payments or e-commerce
- Experience in relationship management within technology, start-ups, or SaaS Platforms
- Experience working in a large team or fast-paced corporate environment
- Experience with incident management frameworks and severity-based escalation models

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