Finance Manager, Customer Service Finance

We're looking for a Finance Manager who can deliver world-class financial and business partnership across Amazon’s leadership, engineering, product, and operational teams. You’ll translate complex customer and operational metrics into clear global financial narratives, guide business decisions based on customer experience and ROI, and consolidate multiple workstreams into a cohesive financial story. This role supports the Customer Service Network Solutions (NS) team in defining strategies to drive world-class customer experience, associate experience, and cost-to-serve performance.

About the role

This role will support either Planning Intelligence (PI), the technology brain that decides how CS plans and routes work, or Network Strategy & Planning Performance (PP), which designs the strategy for where and how CS’s physical network serves customers. You will:

• Build and maintain robust mechanisms with Directors, engineering partners, and planning orchestrators to track accurate financial performance vs. commitments and provide visibility to NS teams.
• Deliver comprehensive monthly worldwide financial reviews to senior leadership, incorporating clear narratives and actionable insights.
• Partner with WW FP&A to ensure storylines flow correctly from Network Solutions to wider teams.
• Collaborate with Global CS Finance teams working in Demand Reduction and Supply Optimization, aligning operational metrics and financial outcomes.
• Own analysis and mechanism development for translating engineering commitments into operational plans, driving cost improvements through lower supply hiring.
• Partner with Science and Economist teams to develop a robust customer value cost process to understand customer lifetime value from solutions built.

Responsibilities

• Review network performance (productivity metrics) and system performances daily.
• Engage in daily connects with Directors, PMTs, PMs, SDEs, and Planners to guide prioritization decisions.
• Create strong monthly financial review documentation, tracking actual performance vs. commitments and drafting narratives on ROI and headcount prioritization.
• Provide ad-hoc support to teams to cost out initiatives, transfer knowledge on financial systems, and incorporate financials into system builds.
• Sync weekly with finance team members across CS Finance to ensure PI and PP initiatives are correctly represented in external financial forums.

About the team

Our team supports the ambitious goals of the NS team in building the most customer- and associate-obsessed CS network in the world. We provide high-caliber financial advice, ensure committed improvements are met, and surface risks and opportunities to leaders. We operate at the intersection of finance, engineering, and operations, translating complex metrics into clear stories that guide critical business decisions and shape the future of customer service operations. Our focus is on accurately reflecting long-term customer value through the products and programs launched.

Qualifications

Basic Qualifications

• 5+ years of experience in tax, finance, or a related analytical field.
• Bachelor’s degree in finance, accounting, or a related field.
• Advanced use of SQL for data mining and business intelligence.
• 5+ years of experience dissecting financial data and identifying patterns that support business strategy.
• 5+ years of contributing to cross-functional initiatives that drive financial performance and strategy.

Preferred Qualifications

• 6+ years of experience identifying incomplete or inaccurate data, diagnosing root causes, and creating/implementing escalation plans.
• 6+ years of solving complex business challenges by delivering accurate and timely financial models, analysis, and recommendations with proven business impact (e.g., financial savings, operational improvements, or customer benefits).
• MBA or CPA.
• 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.

Pay

Base salary range: $95,400 – $163,200 USD annually (Seattle, WA). Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D, 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.

Learn more about our benefits at amazon.jobs/en/benefits.