Financial Analyst - CSX, Customer Service Finance

Description du poste:

Are you ready to drive financial excellence and operational improvement at Amazon? We're looking for a Financial Analyst who can translate complex operational metrics into clear global financial narratives and guide business decisions. 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 Financial Analyst III focusing on Customer Service Experience (CSX) financial performance, you'll build mechanisms to understand Variable Cost per Contact (VCPC) input performance variations, develop insightful analyses, and collaborate with finance and operations teams worldwide. 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 financial controllership and influencing financial strategy while developing your executive presence and backbone skills.

Key job responsibilities
Build and maintain robust financial mechanisms with finance and operations partners to provide accurate controllership of Variable Cost per Contact (VCPC) performance for Customer Service Experience (CSX).
Deliver comprehensive monthly worldwide financial reviews to senior leadership, incorporating clear narratives and actionable insights that drive business decisions.
Partner with CSX FP&A on ensuring storylines flow correctly from Service Delivery (SD) operation to wider teams.
Collaborate with Regional Controllers on worldwide productivity initiatives, ensuring proper alignment of operational metrics and financial outcomes.
Own analysis and mechanism development for handle-to-resolve rates, a key operational metric to define whether we are solving the customer problem right first time.
Lead the CSX Global Service Delivery Finance Forum, creating visibility on cost headwinds and tailwinds and providing the platform for debate on performance of large-scale projects, transforming complex data into actionable steps for cross-functional partners.

A day in the life
Your day starts with reviewing productivity metrics and collaborating with Headcount Planning, Network Efficiency Finance, Quality & Escalations (Q&E) Finance and FP&A to align on narrative development. You'll analyze handle-to-resolve rates and work with operational leaders to understand performance drivers. You'll understand the all up VCPC global performance and leverage specialist partners to prepare for and lead the CSX Global SD Finance Forum, where you'll present the global cost picture and financial insights. Throughout the day, you'll engage with Regional Controllers and work across planning cycles (monthly, quarterly, and annual) to ensure financial targets are met.

About the team
Our team focuses on the global aspects of Customer Service financials, ensuring committed improvements are met while surfacing risks and opportunities to operational leaders. We work to achieve and exceed annual VCPC goals through close collaboration with Service Delivery Site Insights (containing Regional Controllers), Service Resource Management (focusing on operational improvements and efficiency), and Quality and Escalations finance and FP&A.

We operate at the intersection of finance and operations, translating complex metrics into clear stories that incorporate impacts from different mix effects 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

Profil requis du candidat:

- 5+ years of multiple finance and accounting roles experience
- 6+ years of applying key financial performance indicators (KPIs) to analyses experience
- 6+ years of building financial and operational reports/data sets that inform business decision-making experience
- 6+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
- Bachelor's degree in engineering, statistics or business, or Bachelor's degree and 5+ years of quantitative role (engineering, process re-engineering, quality assurance) 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
- Knowledge of SQL/ETL
- 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

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