Program Manager, Partner Management – Amazon Financial Services, Payment Business Operation Latam
Summary
Owns operational governance for third-party partners in Amazon’s Brazilian financial services payments business, enforcing SLAs, running governance cadences, and leading incident response to ensure partner performance aligns with product KPIs.
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.
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.