Director, Finance Business Partner (Customer Care & Ancillary Business)

Key Responsibilities

• Partner with Customer Care, Ancillary Business and Operations leaders to drive financial and operational performance.
• Act as the primary finance lead for Customer Care and Ancillary businesses, including Tenant Insurance and Lending.
• Provide insights and recommendations to improve profitability, customer experience, and cost efficiency.
• Support forecasting, budgeting, and long-range strategic planning processes.
• Own internal management reporting for Customer Care operations, including call center performance, staffing models, and service metrics.
• Oversee financial reporting for ancillary revenue streams, including Tenant Insurance and Lending products.
• Refine, analyze, and integrate financial statements to provide clear visibility into performance drivers.
• Identify risks and opportunities within the P&L and proactively recommend actions.
• Lead finance support and ROI evaluation for AI-driven initiatives, including chatbot deployment and AI-assisted call center agents.
• Partner with Technology and Operations teams to develop business cases, track performance, and measure financial impact of automation tools.
• Establish KPIs and reporting frameworks to evaluate AI effectiveness
• Drive continuous improvement by identifying opportunities to scale AI solutions and optimize labor models.
• Support pricing, profitability analysis, and growth strategies for Tenant Insurance and Lending offerings.
• Monitor key business drivers such as attach rates, loss ratios, credit performance, and customer adoption.
• Collaborate with product and operations teams to evaluate new offerings and enhancements.

Qualifications

• 12+ years of progressive financial experience, including business partnering and operational finance.
• Bachelor’s degree in Finance, Accounting, or related field required; CPA or MBA a plus.
• Experience supporting customer operations, call centers, or service-based businesses preferred.
• Exposure to ancillary financial products (e.g., insurance, lending, or retail add-ons) is a plus.
• Demonstrated experience leveraging technology and automation to drive process improvement.
• Familiarity with AI/automation tools in customer service environments strongly preferred.
• Advanced Excel and financial modeling skills; experience with financial systems and BI tools.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills with the ability to influence at all levels of the organization.
• Proven ability to lead cross-functional initiatives and drive change.