Sr Customer Experience Finance - Transformation Manager, Global AR Finance Operations

Amazon - Arlington, VA

Full-time - Senior

Arlington, VA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr Customer Experience Finance - Transformation Manager role at Amazon is focused on enhancing customer experience within the Global Accounts Receivable (GAR) organization. This position requires a data-oriented individual who can manage key initiatives, drive compliance, and cultivate operational excellence while collaborating with various stakeholders. The role emphasizes continuous improvement, innovation, and predictive analytics, allowing the candidate to make impactful decisions in a fast-paced environment.

Responsibilities

• Lead and contribute to large-scale deep dives measuring end-to-end customer experience across multiple channels and CX projects impacting key financial metrics within Global AR.
• Apply an objective and think big mental model to drive studies across multiple channels and geographies, collaborating with senior business leaders and conducting customer research.
• Utilize available data sources such as feedback surveys and operations performance data to monitor existing metrics, develop new metrics, and generate innovative ways to analyze and measure customer experience.
• Focus on predictive analytics and leverage existing reports and dashboards for better insights and analytics.
• Design and deploy customer experience mechanisms that drive entitlements and make high judgement decisions in a fast-moving environment.
• Drive the right communication strategies, policies, and replicate best practices within the team.
• Understand key business strategies and customer journey mapping.
• Stay aware of industry technology and trends to identify opportunities for innovation to improve customer experience.

Requirements

• 8+ years of tax, finance, or a related analytical field experience.
• 6+ years of experience in a Senior CX role, program manager, transformations, product manager, or continuous improvement leader.
• 6+ years of track record in understanding and advocating for customer needs, and driving improvements on behalf of customers.
• 6+ years of experience working in large complex global organizations in both B2C and B2B contexts.
• 6+ years in a finance organization or a related analytical field experience.
• Excellent communication skills with the ability to influence all levels of the organization through high-quality documentation and presentations.

Nice-to-haves

• 6+ years of participating in continuous improvement projects to scale and improve controllership with measurable results.
• 6+ years of identifying incomplete or inaccurate data, identifying root causes, and creating/implementing escalation plans.
• 3+ years of experience working with senior staff (e.g., c-suite).
• MBA or CPA preferred.
• Experience with large-scale data mining and reporting tools (i.e., SQL, MSAccess, Essbase, or Cognos) and providing recommendations based on ad hoc analyses for strategic decision-making.
• Knowledge of finance and accounts receivable/payable processes.

Benefits

• Diverse and inclusive workplace
• Equal opportunity employer
• Accommodations for individuals with disabilities