Financial Analyst - CS Service Design, Customer Service Finance

The Financial Analyst - CS Service Design Finance will drive cost efficiency and operational excellence for Amazon's Customer Service organization by leading financial analysis for VCPC (Variable Cost Per Contact) projects and strategic initiatives. This role partners with CS Service Design and cross-functional teams globally to identify optimization opportunities, analyze cost trends, and deliver year-over-year improvements. The ideal candidate combines strong financial acumen with the ability to translate complex data into actionable insights that enable leadership to make informed decisions and achieve key business goals with a high bar for cost efficiency.

Key job responsibilities
As a Financial Analyst supporting VCPC (Variable Cost Per Contact) initiatives, you will:

Lead financial analysis for VCPC improvement projects, identifying cost reduction opportunities and efficiency gains across Customer Service operations
Partner with cross-functional stakeholders to influence decision-making on cost optimization initiatives and resource allocation
Track and report on project performance, monitoring key metrics and providing regular updates on progress toward YoY improvement targets
Analyze cost trends by month, location, and vertical to identify optimization opportunities and support data-driven recommendations
Develop financial models and business cases to evaluate VCPC initiatives and quantify potential savings
Support monthly and quarterly financial reporting, providing insights into variances and trends that impact VCPC performance
Collaborate with Customer Service, Operations, and Finance teams to ensure alignment on project goals and deliverables
Communicate findings clearly to stakeholders at various levels, translating complex financial data into actionable insights
Build and maintain tracking mechanisms to measure the impact of improvement initiatives and ensure accountability for results

A day in the life
You'll start your day reviewing VCPC performance metrics and identifying trends that require deeper analysis. You'll collaborate with Customer Service and Operations leaders to discuss ongoing cost optimization projects, providing financial insights that guide decision-making. Much of your time will be spent building financial models, analyzing cost drivers across different locations and verticals, and tracking progress on improvement initiatives. You'll prepare updates for stakeholders, clearly communicating project status and financial impact. You'll also participate in cross-functional meetings to influence resource allocation decisions and ensure alignment on YoY improvement targets.

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, we're 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.

Basic Qualifications

- Bachelor's degree in finance, accounting, business, economics, or a related analytical field (e.g., engineering, math, computer science)
- 4+ years of creating process improvements with automation and analysis experience
- 4+ years of applying key financial performance indicators (KPIs) to analyses experience
- 4+ years of identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes experience
- 4+ years of finance or a related analytical field experience
- Experience working with stakeholders

Preferred Qualifications

- 4+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
- 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)

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