Financial Analyst – CSGO, Customer Service Finance

About the role

The Financial Analyst – CSGO, Customer Service Finance will drive cost efficiency and operational excellence for Amazon's Customer Service organization. You will lead financial analysis for Variable Cost Per Contact (VCPC) projects, partner with global cross‑functional teams, and translate complex data into actionable insights that support year‑over‑year improvements.

Key responsibilities

• 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.

Required profile

• Strong financial acumen with experience in cost analysis and modeling.
• Ability to translate complex data into clear, actionable recommendations.
• Excellent communication skills for presenting insights to senior leadership.
• Collaborative mindset to work with global, cross‑functional teams.

Required skills