Finance Manager, Customer Operations & Strategy

Amazon Inc.; Factoria (WA); On-site; USD 95,000 - 163,000; Full time

Benefits offered by this job

Health insurance

RSUs

Sign-on payments

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Leo is seeking an experienced Finance Manager to lead financial planning and analysis for our Customer Service organization as we scale toward General Availability and rapid subscriber growth.

You will own end‑to‑end models for B2B and B2C support, manage cost of payments, concessions, and outsourcing decisions, and partner with care leadership to translate metrics into actionable forecasts for the Long‑Range Plan.

Qualifications

• Bachelor’s degree in finance, accounting, business, economics, or a related analytical field
• 5+ years of tax, finance or a related analytical field experience
• 5+ years of building financial and operational reports/data sets that inform business decision‑making
• 5+ years of leading cross‑functional initiatives that drive financial performance and strategy
• 5+ years of dissecting financial data and identifying patterns that support business strategy
• Export Control Requirement: U.S. citizen/national or eligible status per regulations

Responsibilities

• Own and evolve customer service financial models spanning enterprise and consumer segments, including cost-per-contact economics and outsourcing trade‑offs
• Drive annual and long‑range financial planning for a multi‑billion‑dollar CS cost structure with scenario modeling
• Deliver month‑end close processes for CS invoicing and accruals; maintain accrual‑to‑actuals accuracy targets (>98%)
• Develop and maintain concessions model; track cost exposure and reduce concession spend over time
• Provide financial analysis for outsourcing strategy decisions and vendor evaluations
• Support Defect Elimination by quantifying CLV impact and building the business case for investments
• Build and maintain scorecards and metrics; present insights to senior leadership
• Partner with cost‑of‑payments and bad‑debt teams to improve cost visibility
• Drive productivity and automation in planning processes; leverage AI/ML for faster model updates

Skills

Financial modeling

Cross-functional collaboration

Data analysis

Forecasting

Finance systems

Education

Bachelor's degree in finance/accounting/business

MBA

CPA

Tools

SQL/ETL

Oracle/SAP

Excel

Job description

Amazon Leo is seeking an experienced Finance Manager to lead financial planning and analysis for our Customer Service organization as we scale toward General Availability and rapid subscriber growth.

You will own end‑to‑end models for B2B and B2C support, manage cost of payments, concessions, and outsourcing decisions, and partner with care leadership to translate metrics into actionable forecasts for the Long‑Range Plan.