Finance Manager, Customer Service, Amazon Leo

Amazon is hiring a Finance Manager, Customer Service, Amazon Leo in Bellevue, United States. It pays $95k-$163k a year and Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this finance role is Uses AI ●●○○: an ordinary role that requires AI tools.
The posting mentions Financial Modeling Tools, AI ML Tools and financial planning and analysis among its tools and skills.
Level classes it as a senior role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Lead financial planning, modeling, and forecasting for customer service operations within Amazon Leo's satellite broadband initiative.

Financial Modeling ToolsAI ML Tools

financial-planning-and-analysiscustomer-service-financecost-modelingforecastingvariance-analysis

Amazon Leo is seeking an experienced Finance Manager to lead financial planning and analysis for our Customer Service organization. This role is central to our mission of providing fast, affordable broadband to unserved and underserved communities worldwide through our constellation of Low Earth Orbit (LEO) satellites.

As a member of our Customer Operations (GCOPS) Finance team, you will own the end-to-end financial models for B2B and B2C customer support, concessions, and cost of payments. You will partner directly with customer care leadership to translate operational metrics – contact rates, cost per contact, outsourcing mix, and agent productivity – into actionable financial forecasts that anchor the Long-Range Plan and annual operating plans. This role offers the unique opportunity to help scale customer service finance from pre-launch through General Availability and rapid subscriber growth.

Key job responsibilities
- Own and evolve customer service financial models spanning enterprise and consumer segments, including cost-per-contact economics, in-house vs. outsourced delivery trade-offs, and multi-year cost projections that scale with subscriber growth

- Drive annual and long-range financial planning for a multi-billion-dollar customer service cost structure, including rate card development, scenario modeling, and executive-level variance narratives

- Deliver month-end close processes for CS partner invoicing and accruals via self-invoicing mechanisms; maintain accrual-to-actuals accuracy targets (>98%)

- Develop and maintain the concessions model, tracking cost exposure as a percentage of revenue and driving proactive strategies to reduce concession spend over time

- Provide financial analysis for outsourcing strategy decisions – vendor pricing evaluations, make-vs-buy tradeoffs, and recommendations that inform leadership on partner selection

- Support the Defect Elimination initiative by quantifying Customer Lifetime Value (CLV) impact and building the financial case for defect reduction investments

- Build and maintain scorecards and metrics for CS financial and operational performance; present insights to senior leadership and identify improvement levers

- Partner with cost-of-payments and bad-debt teams to ensure holistic customer operations cost visibility

- Drive productivity and automation in financial planning processes, including leveraging AI/ML tools to accelerate model updates and reduce cycle time

A day in the life
You might start your morning reviewing the latest outsourced contact center invoice reconciliation and confirming month-end accruals are tracking within tolerance.

Mid-morning, you join the weekly CS modeling sync with customer care leadership to align on contact rate assumptions for the next planning cycle.

After lunch, you're deep in the forecast model, layering in a new customer segment that the enterprise sales team just scoped.

Later, you present your cost narrative to senior leadership, highlighting rate improvements driven by vendor productivity gains.

Before wrapping up, you review the latest concessions trend data and flag a spike to your business partner with a recommendation to investigate.

About the team
You'll join the Global Customer Operations Finance (GCOPS) team within Amazon Leo, reporting to a Finance leader who also owns Leo's consolidated long-range financial plan.

This team provides controllership across field services, customer support, cost of payments, and bad debt management. As Leo scales to commercial launch, you'll shape frameworks that balance operational efficiency with exceptional customer experience.

Beyond your core CS remit, you'll contribute to Leo-wide strategic planning – multi-year investment modeling, scenario analysis, and executive narratives that span Leo's global business.

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

- MBA, or CPA
- 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

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

How we rate this

Finance Manager, Customer Service, Amazon Leo at Amazon rates 40 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Finance Manager, Customer Service, Amazon Leo is an open job at Amazon.
Level rates this role AI Level 2 of 4: Uses AI.
The listed salary is $95k-$163k a year.
The role is based in US, WA, Bellevue.
The job was posted on August 16, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Financial Planning And AnalysisCustomer Service FinanceCost ModelingForecastingVariance AnalysisFinancial Modeling ToolsAI ML Tools

Also common in finance jobs at this level

Python Generative AI AI agents AWS Snowflake LLM

Pay

This job starts at: $95k
Typical finance job: $105k

This posting starts 9% below the typical finance job. See finance jobs

Questions you could be asked

Tell me about a project where financial planning and analysis was part of your work. What did you do?
Tell me about a project where customer service finance was part of your work. What did you do?
Tell me about a project where cost modeling was part of your work. What did you do?
Tell me about a project where forecasting was part of your work. What did you do?
Tell me about a project where variance analysis was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Financial Planning And Analysis, Customer Service Finance, Cost Modeling, Forecasting, and Variance Analysis. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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