Customer Care Finance Manager

Job description

The Customer Care Finance Manager will own key areas of financial planning, forecasting, modeling, reporting, and analysis for the Customer Care organization. Reporting to the Director of Customer Care & Ancillary Business Finance , this role will analyze financial and operational performance, identify key drivers and trends, and provide recommendations to support business decisions across labor, productivity, vendors, technology, revenue, and customer experience .

The role will work closely with Customer Care, Workforce Management, and Operations to understand business performance and translate operational activity into financial impact. This includes supporting AI, automation, and technology initiatives through financial modeling, business cases, and ROI analysis. The Manager will lead financial workstreams and projects , while working with the Director, Customer Care, and the broader Finance team on priorities and strategic initiatives.

What You’ll Do

• Own FP&A: Prepare and maintain budgets, forecasts, financial models, reporting, and analysis for Customer Care
• Analyze performance: Review financial and operational results, investigate variances, identify trends, and quantify key business drivers
• Partner with Operations: Work with Customer Care, Workforce Management, and Operations to understand volume, staffing, productivity, revenue, and cost drivers
• Support decision-making: Evaluate staffing needs, vendor costs, operational changes, and other business initiatives from a financial perspective
• Develop business cases: Build financial models and ROI analyses for AI, automation, technology, and other initiatives
• Improve reporting and processes: Enhance financial models, dashboards, reporting, and planning processes to improve efficiency, consistency, and scalability
• Manage projects: Lead assigned projects and deliverables, coordinate with cross-functional partners, and drive work through completion
• Communicate results: Present financial analysis, key findings, and recommendations to business stakeholders and Finance leadership

Qualifications

What We’re Looking For

• 7+ years of experience in FP&A, finance, or a related field
• Bachelor’s degree in Finance, Accounting, Economics, or a related field required
• Strong financial modeling, forecasting, and analytical skills with advanced Excel proficiency
• Ability to analyze financial and operational data and clearly explain the drivers behind results
• Strong communication and collaboration skills with both Finance and non-Finance stakeholders
• Ability to manage multiple priorities and take ownership of projects and deliverables
• Strong problem-solving skills and attention to detail Experience with SQL, Power BI/Tableau preferred Experience partnering with customer operations or workforce management is a plus Some travel may be required