Finance Manager, Customer Service Finance

Are you ready to drive global financial excellence and operational improvement at Amazon? We"re looking for a Finance Manager who can deliver world class financial and business partnership across the spectrum of roles we interact with including VPs, Directors, Engineers, Technical Product Managers and Associates. We need someone able to translate complex customer and operational metrics into clear global financial narratives and guide business decisions based on customer experience and return on investment reasoning. This role requires someone who can consolidate multiple workstreams into a cohesive global financial story while providing support to partner finance teams and strategic guidance to leadership.

As a Finance Manager in the Customer Service Network Solutions (NS) team, you"ll build mechanisms to support your business partners in defining the optimum strategy to drive world class customer experience, associate experience and cost-to-serve performance. You will support the teams in making well-educated financial decisions and ensure investments are realizing the appropriate return. You will also play a critical role in articulating your business partners performance and progress across other CS Finance teams, developing deep cross team relationships and ensuring accuracy in your business partner"s commitments into WW CS staffing plans. You"ll ensure accuracy of financial submissions, deliver monthly financial reviews to senior leaders, flag risks and opportunities, and guide course corrections to achieve and exceed financial goals. This position offers a strong mix between global project and strategic finance whilst requiring a deep knowledge of controllership and will require strong executive presence and backbone skills.

Key job responsibilities

This role will support either Planning Intelligence (PI), the technology brain that decides how CS plans and routes work or Network Strategy & Planning Performance (PP) who designs the strategy that decides where and how CS"s physical network serves customers

The role will build and maintain robust mechanisms with the Directors, engineering partners and planning orchestrators within NS to track accurate financial performance vs commitments and provide network financial performance visibility to NS teams.

Deliver comprehensive monthly worldwide financial reviews to senior leadership, incorporating clear narratives and actionable insights that drive business decisions.

Partner with WW FP&A on ensuring storylines flow correctly from Network Solutions to wider teams.

Collaborate with Global CS Finance teams working in both Demand reduction and Supply Optimization, ensuring proper alignment of operational metrics and financial outcomes.

Own analysis and mechanism development for translating engineering commitments into operational plans, leading to cost improvements through lower supply hiring.

Partner with the other Network Solution Finance team members in collaborating with Science and Economist teams to develop a robust customer value cost process to understand customer lifetime value from solutions built.

A day in the life

Your day starts with reviewing network performance (productivity metrics) and system performances for your appropriate team. You"ll have daily connects with your Director, PMTs, PMs, SDEs and Planners to fully immerse yourself in their project progress and help guide prioritization decisions. You will then spend time creating strong monthly financial review documentation in which you are a) building a comprehensive financial and operational Page0, b) tracking actual performance vs commitments to the operational plan and c) drafting a strong narrative on ROI performance and headcount prioritization debates. You will then also provide ad-hoc support to teams to cost out initiatives, provide knowledge transfer on financial systems and think big on how to incorporate financials into system builds. You will also have weekly syncs with finance team members across CS Finance to ensure the PI and PP initiatives are fully known and being correctly represented in financial forums outside of NS.

About the team

Our team focuses on supporting the ambitious goals of the NS team in building the most customer and associate obsessed CS network in the world. We are dedicated in providing our partners the highest caliber of financial advice and work to ensure committed improvements are met while surfacing risks and opportunities to leaders. We work to achieve and exceed ROI expectations and support annual VCPC goals through close collaboration with all CS and Finance teams.

We operate at the intersection of finance, engineering and operations translating complex metrics into clear stories that incorporate impacts from different dependencies and providing guidance on how to course correct or excel in financial performance. Our insights directly impact critical business decisions and help shape the future of customer service operations. Our team will be particularly obsessed over accurately reflecting long term customer value through the products and programs launched, a signal we"re delivering for customers.