Finance Manager, Customer Service Defect Elimination team

Are you Customer Obsessed and want to help shape how Amazon measures and improves the end-to-end customer experience Customer Service Finance is looking for a Finance Manager with proven business partnering experience to support the Customer Experience Improvement (CXI) team. CXI is Amazons cross-functional CX intelligence function; identifying root causes of customer friction eliminating defects upstream and redesigning experiences across Amazons customer journeys.

In this role you will partner with CXIs program teams and cross-functional stakeholders to validate investment decisions build entitlement and sizing frameworks establish financial controls for AI-powered platform investments and ensure CXIs impact is accurately reflected in planning assumptions and business reviews. You will help define how we measure the value of customer experience improvement and support transformative initiatives that materially raise the CX bar.

The successful candidate possesses strong financial acumen is collaborative and comfortable with ambiguity and thinks big to establish standards and drive worldwide stakeholder engagement with scale in mind. You will leverage analytical technical and communication skills to drive worldwide projects engineer ad-hoc financial analyses support business planning and implement process improvements. The ideal candidate will have a growth mindset be comfortable with healthy respectful debate and be skilled at earning trust across both finance and business teams.


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 CXIs 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 CXIs 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 CXIs 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.

- Bachelors 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

- 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

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 for more information. If the country/region youre applying in isnt 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 WA Seattle - 95400.00 - 163200.00 USD annually