Financial Analyst – Customer Service Finance (VCPC)

About the role

The Financial Analyst – Customer Service Finance will support Amazon's Customer Service organization by driving cost efficiency and operational excellence. You will lead financial analysis for Variable Cost Per Contact (VCPC) projects, turning complex data into actionable insights that enable leadership to meet year‑over‑year improvement targets.

Key responsibilities

• Lead financial analysis for VCPC improvement projects, identifying cost‑reduction opportunities and efficiency gains.
• 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 targets.
• Analyze cost trends by month, location, and vertical to uncover optimization opportunities.
• Develop financial models and business cases to evaluate VCPC initiatives and quantify potential savings.
• Support monthly and quarterly financial reporting, delivering insights into variances and trends.
• Collaborate with Customer Service, Operations, and Finance teams to ensure alignment on project goals.
• Communicate findings clearly to stakeholders at all levels, translating complex financial data into actionable recommendations.

Required profile

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

Required skills