Finance Manager, Customer Service Finance

As Finance Manager for CS Service Design you will collaborate with and influence Directors across the organization responsible for how hundreds of millions of customers experience Amazons service. You will move across programs initiatives and leadership conversations bringing the financial perspective and shaping decisions that span product operations engineering and customer experience strategy.
Your leadership will connect CS investments to long-term customer revenue brand loyalty and lifetime value.
This is a role for someone who is energized by building who thrives when the problem is bigger than the available data and who wants to influence how a global organization measures the value of customer experience.

Key job responsibilities
- Design build and continuously refine a Customer Lifetime Value model that integrates customer insights including post-contact behavior satisfaction signals and retention patterns to quantify the long-term revenue impact of CS investments
- Influence leadership and program owners on ROI measurement methodology shifting the evaluation lens from cost reduction alone to a balanced view that includes customer retention lifetime value and downstream revenue impact.
- Propose define and govern performance metrics for CS initiatives including both financial and customer outcome KPIs and establish tracking mechanisms that enable continuous improvement cycles throughout each programs lifecycle.
- Actively seek out how other organizations inside and outside Amazon evaluate the return on customer experience investments translating best-in-class approaches into practical frameworks.

A day in the life
You will spend your days turning customer insights into financial models partner with teams across the organization to ensure every program has a measurement plan that goes beyond cost and bring a CLV perspective into rooms where decisions get made. You will benchmark how the best organizations in the world measure customer value challenge assumptions and propose frameworks that didnt exist. Every day you will build influence and move this organization one step closer to measuring customer experience as a driver of long-term growth.

About the team
We are Customer Service Finance (CSF) integral partners to one of the largest Customer Service teams on Earth. We are passionate about helping customers through insightful analysis and data-driven decision-making. We collaborate globally celebrate diverse perspectives and support our peers to excel. If you thrive in simplifying the complex deriving insights from numbers and enabling teams to move thoughtfully and quickly forward were the team for you. Join us to apply your financial acumen to diverse challenges build lasting relationships and take great strides in your career growth.

This role is part of the Customer Service Finance team supporting critical cost per contact and customer experience improvement initiatives across our global Customer Service network. Youll work closely with the CSF leadership team and partner with Operations and Finance stakeholders across multiple geographies. Current team goals include delivering YoY cost efficiency improvements optimizing CLV models and building scalable financial processes to support rapid business growth. This position offers high visibility with senior leadership and opportunities to influence strategic decisions that impact millions of customer interactions globally.

- 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
- 6 years of building financial and operational reports/data sets that inform business decision-making experience
- 5 years of dissecting financial data and identifying patterns that support business strategy experience

- 6 years of identifying incomplete or inaccurate data identifying the root cause and creating/implementing an escalation plan experience
- 6 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
- 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)
- Experience delivering forecasting budgeting and variance analysis and data interpretation of 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