Finance Manager, Customer Service Defect Elimination team

About the role

CXI is Amazon's cross-functional CX intelligence function; identifying root causes of customer friction, eliminating defects upstream, and redesigning experiences across Amazon's customer journeys.

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.

Requirements

• 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

Qualifications

• Strong financial acumen
• Collaborative and comfortable with ambiguity
• Think big to establish standards and drive worldwide stakeholder engagement with scale in mind
• Leverage analytical, technical, and communication skills to drive worldwide projects, engineer ad-hoc financial analyses, support business planning, and implement process improvements
• Growth mindset
• Comfortable with healthy respectful debate
• Skilled at earning trust across both finance and business teams

Skills

• 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

Benefits

Amazon offers comprehensive benefits including health insurance, retirement plans, paid time off, and parental leave. For more information, visit here.