Tech Stack

Description

You will partner with the Community Support Product and Experience team to evaluate the impact of investments, shape the customer experience, and connect initiatives to broader company priorities. This high-visibility role involves building ROI frameworks, developing financial models, and collaborating cross-functionally on technology and investment decisions.

Requirements

• 10+ years in strategic finance, investment banking, management consulting, or a technically rigorous strategy role with exposure to customer support or product organizations.
• Grit, ownership, resilience, and ability to prioritize in a fast-paced environment.
• Executive presence and exceptional communication skills.
• Superb financial modeling and quantitative/qualitative analysis skills.
• Comfort building frameworks from scratch and sizing complex opportunities with incomplete data.
• Familiarity with SQL or willingness to learn; ability to extract and analyze large datasets.
• Preferred: familiarity with data visualization software, program economics, or tiered service models; experience at a scaled marketplace or technology company with global CS.

Responsibilities

• Build and refine frameworks to measure ROI and cost-effectiveness of CS technology investments.
• Develop strategic analyses to evaluate support models, AI impact, and unit economics.
• Own CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking.
• Refine financial models for budgeting, forecasting, long-range planning, and scenario analysis.
• Provide financial analysis and deal support for Tech vendor negotiations.
• Collaborate cross-functionally on CS initiatives such as product launches and cost allocation.
• Monitor industry trends and emerging technologies including AI in customer service.