Financial Analyst - CS Service Design, Customer Service Finance

About the role

The Financial Analyst - CS Service Design Finance will drive cost efficiency and operational excellence for Amazon's Customer Service organization by leading financial analysis, projects and strategic initiatives. This role partners with CS Service Design and cross-functional teams globally to identify optimization opportunities, analyze cost trends, and deliver year-over-year improvements.

Responsibilities

• Lead financial analysis for Customer experience improvement projects, identifying cost reduction opportunities and efficiency gains across Customer Service.
• Partner with cross-functional stakeholders to influence decision-making on cost optimization initiatives and resource allocation.
• Track and report on project performance, monitoring key metrics and providing regular updates on progress toward YoY improvement targets.
• Analyze cost trends to identify optimization opportunities and support data-driven recommendations.
• Develop financial models and business cases to evaluate initiatives and quantify potential savings.
• Support monthly and quarterly financial reporting, providing insights into variances and trends that impact cost per contact performance.
• Collaborate with Customer Service, Operations, and Finance teams to ensure alignment on project goals and deliverables.
• Communicate findings clearly to stakeholders at various levels, translating complex financial data into actionable insights.
• Build and maintain tracking mechanisms to measure the impact of improvement initiatives and ensure accountability for results.

Qualifications

• 3+ years of tax, finance or a related analytical field experience.
• 4+ years of identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes experience.
• 3+ years of dissecting financial data and identifying patterns that support business strategy experience.
• 3+ years of contributing to cross-functional initiatives that drive financial performance and strategy experience.
• Bachelor's degree in finance, accounting or related field.

Preferred Qualifications

• 4+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results 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).