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 Amazon"s cross-functional CX intelligence function; identifying root causes of customer friction, eliminating defects upstream, and redesigning experiences across Amazon"s customer journeys.

In this role, you will partner with CXI"s 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 CXI"s 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 CXI"s 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 CXI"s 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 CXI"s 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.