Finance Manager, Customer Service Defect Elimination team

Key job responsibilities

• Build and own financial models for CX improvement investment decisions, partnering with program teams on inputs, assumptions, and design.
• Drive finance validation of CX improvement projects across CXI's customer journey domains; ensuring sizing rigor and clear accountability for outcomes.
• Develop and maintain entitlement and sizing frameworks that enable consistent evaluation of initiatives across CXI's portfolio, establishing financial controls and validating impact methodologies.
• Partner directly with senior business leaders to deliver financial insights that influence roadmap prioritization and resource allocation.
• Collaborate with CS Finance FP&A, Contact Forecasting, and Capacity Planning to ensure CXI's impact is accurately reflected in planning assumptions.
• Partner with upstream finance and business teams to align on CX improvement impact, drive shared accountability, and ensure consistent representation across organizations.
• Champion AI/automation tools to drive productivity gains and build scalable finance processes.
• Synthesize large volumes of data and present findings to senior management, leading with conclusions and recommendations.

Basic Qualifications

• Bachelor's degree in finance, accounting or related field
• 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 applying key financial performance indicators (KPIs) to analyses experience
• 5+ years of building financial and operational reports/data sets that inform business decision-making experience

Preferred Qualifications

• Experience in creating process improvements with automation and analysis
• Experience in 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 communicating results to senior leadership
• 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
• Experience participating in continuous improvement projects in your team to scale and improve controllership with measurable results