Finance Manager, Customer Operations Strategy, Amazon Leo - Bellevue | Amazon Job

Job Description

Amazon Leo is seeking an experienced Finance Manager to drive financial strategy and cost optimization across our global Customer Operations organization. This role is central to our mission of delivering fast, affordable broadband to unserved and underserved communities worldwide through our constellation of Low Earth Orbit (LEO) satellites.

As a member of our Global Customer Operations (GCOPS) Finance team, you will own high-impact cost lines that directly influence Leo's customer experience economics – including post-sale cost management, financial modeling for emerging service lines, and strategic analysis that shapes leadership decision-making. You will partner directly with senior operational leaders to translate complex customer behavior data into actionable financial strategies.

This role offers the rare opportunity to build financial frameworks from the ground up for a business scaling toward commercial launch – combining the analytical rigor of cost controllership with the strategic influence of business partnership.

Key job responsibilities
- Build and own financial models for one or more customer operations cost domains – including customer service, concessions, bad debt, or adjacent operational cost lines – with full accountability for forecasting accuracy and variance analysis

- Partner with senior operational leaders to translate customer behavior metrics, service quality data, and operational KPIs into financial impact analysis and actionable recommendations

- Drive cost optimization initiatives by identifying root causes of cost leakage, quantifying improvement opportunities, and building the financial business case for investment decisions

- Lead financial analysis for strategic decisions – vendor pricing evaluations, make-vs-buy tradeoffs, outsourcing economics, and new market entry cost modeling

- Develop financial frameworks for emerging cost categories as Leo scales – building processes that don't exist yet rather than inheriting established playbooks

- Own annual and long-range planning cycle deliverables for your domains – including cost loads, rate card development, and executive-ready narratives

- Quantify Customer Lifetime Value (CLV) impact of operational initiatives and build the financial case for defect reduction and customer retention investments

- Contribute to Leo-wide strategic planning – multi-year investment modeling, scenario analysis, and executive presentations that span Leo's global business

A day in the life
You might start your morning analyzing a spike in concessions data, segmenting by customer type and channel to pinpoint the root cause. Mid-morning, you're stress-testing a scenario model for bad debt exposure in a new market. After lunch, you present cost optimization findings to senior leadership – highlighting savings from a vendor renegotiation you identified and modeled. Later, you join a cross-functional session to quantify the financial impact of defect elimination candidates. Before wrapping up, you coordinate with the strategic planning team on how your domain fits into the consolidated P&L narrative.

About the team
You'll join the Global Customer Operations (GCOPS) Finance team within Amazon Leo – one of two finance teams led by this manager, alongside the Commercial Strategy & Planning (CS&P) team. Together, the teams span field services, customer support, cost of payments, bad debt, and multi-year strategic planning across the world, with members in Bellevue/Seattle and London. As Leo scales toward commercial launch, you'll shape frameworks that balance operational efficiency with exceptional customer experience.

Basic Qualifications:

- Bachelor's degree in finance, accounting, business, economics, or a related analytical field (e.g., engineering, math, computer science)
- 5+ years of tax, finance or a related analytical field experience
- 5+ years of building financial and operational reports/data sets that inform business decision-making experience
- 5+ years of leading cross-functional initiatives that drive financial performance and strategy experience
- 5+ years of dissecting financial data and identifying patterns that support business strategy experience
- Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Preferred Qualifications:

- 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
- 5+ 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
- Understanding of subscription-based business models and customer lifetime value frameworks
- Experience with cost-per-contact analysis, handle time optimization, and workforce management metrics
- Background in bad debt management, concessions/refund analysis, or payment operations finance

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, BELLEVUE - 95,400.00 - 163,200.00 USD annually