Finance Manager, Customer Operations Strategy, Amazon Leo

About the role

Amazon Leo is seeking an experienced Finance Manager to drive financial strategy and cost optimization across the global Customer Operations organization. The role will own high‑impact cost lines that influence Leo’s customer‑experience economics, including post‑sale cost management, financial modeling for emerging service lines, and strategic analysis that shapes leadership decision‑making. You will partner directly with senior operational leaders to translate complex customer behavior data into actionable financial strategies and build financial frameworks from the ground up for a business scaling toward commercial launch.

Responsibilities

• Build and own financial models for one or more customer‑operations cost domains (e.g., customer service, concessions, bad debt, or adjacent operational cost lines) with full accountability for forecasting accuracy and variance analysis.
• Partner with senior operational leaders to translate customer behavior metrics, service‑quality data, and operational KPIs into financial impact analysis and actionable recommendations.
• Drive cost‑optimization initiatives by identifying root causes of cost leakage, quantifying improvement opportunities, and building the financial business case for investment decisions.
• Lead financial analysis for strategic decisions such as vendor pricing evaluations, make‑vs‑buy trade‑offs, outsourcing economics, and new‑market entry cost modeling.
• Develop financial frameworks for emerging cost categories as Leo scales, creating new processes rather than inheriting existing playbooks.
• Own annual and long‑range planning cycle deliverables for assigned domains, including cost loads, rate‑card development, and executive‑ready narratives.
• Quantify Customer Lifetime Value (CLV) impact of operational initiatives and build the financial case for defect‑reduction and customer‑retention investments.
• Contribute to Leo‑wide strategic planning through multi‑year investment modeling, scenario analysis, and executive presentations that span the global business.
• Analyze spikes in concessions data, stress‑test scenario models for bad‑debt exposure, present cost‑optimization findings to senior leadership, and collaborate cross‑functionally to quantify financial impact of defect‑elimination candidates.

About the team

You will join the Global Customer Operations (GCOPS) Finance team within Amazon Leo – one of two finance teams led by this manager, alongside the Commercial Strategy & Planning (CS&P) team. The teams span field services, customer support, cost of payments, bad debt, and multi‑year strategic planning across the world, with members in Bellevue/Seattle and London. As Leo scales toward commercial launch, you will shape frameworks that balance operational efficiency with exceptional customer experience.

Basic qualifications

• Bachelor’s degree in finance, accounting, business, economics, or a related analytical field (e.g., engineering, math, computer science).
• 5+ years of tax, finance, or related analytical experience.
• 5+ years building financial and operational reports/data sets that inform business decision‑making.
• 5+ years leading cross‑functional initiatives that drive financial performance and strategy.
• 5+ years dissecting financial data and identifying patterns that support business strategy.
• Export Control Requirement: Candidates must be a U.S. citizen or national, U.S. permanent resident (Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Preferred qualifications

• Knowledge of SQL/ETL.
• Experience with large‑scale data mining and reporting tools (e.g., SQL, MS Access, Essbase, Cognos) and financial systems (e.g., Oracle, SAP, Lawson, JD Edwards).
• Experience delivering forecasting, budgeting, variance analysis, and data interpretation of results.
• 5+ years solving complex business challenges by delivering accurate and timely financial models, analysis, and recommendations with proven impact (financial savings, operational improvements, or customer benefits).
• Understanding of subscription‑based business models and customer lifetime value frameworks.
• Experience with cost‑per‑contact analysis, handle‑time optimization, and workforce‑management metrics.
• Background in bad‑debt management, concessions/refund analysis, or payment‑operations finance.

Pay

Base salary range: $95,400 – $163,200 USD annually. The compensation package includes sign‑on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription).
• Basic Life & AD&D insurance with optional supplemental life plans.
• Employee Assistance Program (EAP) and mental‑health support.
• Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.