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As a member of our Customer Operations (GCOPS) Finance team, you will own the end-to-end financial models for B2B and B2C customer support, concessions, and cost of payments. You will partner directly with customer care leadership to translate operational metrics – contact rates, cost per contact, outsourcing mix, and agent productivity – into actionable financial forecasts that anchor the Long-Range Plan and annual operating plans. This role offers the unique opportunity to help scale customer service finance from pre-launch through General Availability and rapid subscriber growth.
Key job responsibilities
- Own and evolve customer service financial models spanning enterprise and consumer segments, including cost-per-contact economics, in-house vs. outsourced delivery trade-offs, and multi-year cost projections that scale with subscriber growth
- Drive annual and long-range financial planning for a multi-billion-dollar customer service cost structure, including rate card development, scenario modeling, and executive-level variance narratives
- Deliver month-end close processes for CS partner invoicing and accruals via self-invoicing mechanisms; maintain accrual-to-actuals accuracy targets (>98%)
- Develop and maintain the concessions model, tracking cost exposure as a percentage of revenue and driving proactive strategies to reduce concession spend over time
- Provide financial analysis for outsourcing strategy decisions – vendor pricing evaluations, make-vs-buy tradeoffs, and recommendations that inform leadership on partner selection
- Support the Defect Elimination initiative by quantifying Customer Lifetime Value (CLV) impact and building the financial case for defect reduction investments
- Build and maintain scorecards and metrics for CS financial and operational performance; present insights to senior leadership and identify improvement levers
- Partner with cost-of-payments and bad-debt teams to ensure holistic customer operations cost visibility
- Drive productivity and automation in financial planning processes, including leveraging AI/ML tools to accelerate model updates and reduce cycle time
A day in the life
You might start your morning reviewing the latest outsourced contact center invoice reconciliation and confirming month-end accruals are tracking within tolerance.
Mid-morning, you join the weekly CS modeling sync with customer care leadership to align on contact rate assumptions for the next planning cycle.
After lunch, you're deep in the forecast model, layering in a new customer segment that the enterprise sales team just scoped.
Later, you present your cost narrative to senior leadership, highlighting rate improvements driven by vendor productivity gains.
Before wrapping up, you review the latest concessions trend data and flag a spike to your business partner with a recommendation to investigate.
About the team
You'll join the Global Customer Operations Finance (GCOPS) team within Amazon Leo, reporting to a Finance leader who also owns Leo's consolidated long-range financial plan.
This team provides controllership across field services, customer support, cost of payments, and bad debt management. As Leo scales to commercial launch, you'll shape frameworks that balance operational efficiency with exceptional customer experience.
Beyond your core CS remit, you'll contribute to Leo-wide strategic planning – multi-year investment modeling, scenario analysis, and executive narratives that span Leo's global business. 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 a related analytical field experience
- 5+ years of building financial and operational reports/data sets that inform business decision-making experience
- 5+ years of leading cross-functional initiatives that drive financial performance and strategy experience
- 5+ years of dissecting financial data and identifying patterns that support business strategy experience
- Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Preferred Qualifications: - MBA, or CPA
- Knowledge of SQL/ETL
- 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
- 5+ years of 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
- Understanding of subscription-based business models and customer lifetime value frameworks
- Experience with cost-per-contact analysis, handle time optimization, and workforce management metrics
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, 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 https://amazon.jobs/en/benefits.
USA, WA, BELLEVUE - 95,400.00 - 163,200.00 USD annually
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