Finance Manager, Amazon Customer Service

Key job responsibilities

• Build and own financial modeling for multi-million dollar investment decisions, partnering with the business on inputs and design, including designing and managing mechanisms to enable performance monitoring.
• Partner directly with senior business leaders to deliver financial insights that drive strategic decisions across CS.
• Lead business reviews, presenting financial summaries and insights to CS Leadership.
• Navigate ambiguity across organizational changes, shifting priorities, and evolving business charters — driving clarity where none exists.
• Champion and leverage AI/automation tools to drive productivity gains and build scalable finance processes.
• Proactively design mechanisms to enable performance monitoring.
• Synthesize large volumes of data and present findings to senior management, leading with conclusions and recommendations.
• Lead cross-functional workstreams across Product, Tech, Science, and Finance — driving requirements agreement, gaining buy-in from partner teams, and designing and executing plans to drive adoption of changes.
• Provide mentorship to junior team members and participate in team-wide educational efforts.

A day in the life

• Participate in and drive WBRs
• Drive roadmap discussions with business partners, influencing roadmaps through data-driven insights and financial judgment
• Run MFRs, drive cost and CX improvement discussions and tradeoffs
• Partner with cross-functional stakeholders to evaluate AI-driven initiatives and quantify their impact on customer experience and cost-to-serve
• Build and iterate on finance mechanisms in a high-growth, process-light environment

Basic Qualifications

• 5+ years of tax, finance or a related analytical field experience
• 5+ years of leading cross-functional initiatives that drive financial performance and strategy experience
• 5+ years of dissecting financial data and identifying patterns that support business strategy experience

Preferred Qualifications

• 6+ years of identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan experience
• 6+ years of solving complex business challenges by delivering accurate and timely financial models, analysis, and recommendations that have a proven impact on business (e.g., financial savings, operational improvements, or customer benefits) experience
• MBA, or CPA
• Experience working with large-scale data mining and reporting tools (examples: SQL, MS Access, Essbase, Cognos) and other financial systems (examples: Oracle, SAP, Lawson, JD Edwards)
• Experience delivering forecasting, budgeting, and variance analysis, and data interpretation of results