Finance Manager, Customer Service, Amazon Leo

Amazon Leo is seeking an experienced Finance Manager to lead financial planning and analysis for our Customer Service organization. This role is central to our mission of providing fast, affordable broadband to unserved and underserved communities worldwide through our constellation of Low Earth Orbit (LEO) satellites.

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.