Business and Financial Performance Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee financial performance management for the Contact Center, focusing on the monitoring and enhancement of revenue, expenses, and margin results in relation to the established plan.

• Take ownership of forecasting, planning support, and performance analysis during the reporting period, converting operational drivers into actionable insights and suggested actions.

• Track business performance against financial objectives, proactively spotting risks and opportunities, and leading corrective actions alongside leadership.

• Create and uphold cost-to-serve models and financial frameworks that guide pricing, operational decisions, and long-term strategic planning.

• Examine financial and operational trends to deliver clear, data-driven recommendations aimed at boosting profitability and operational efficiency.

• Collaborate cross-functionally with Operations, Finance, Pricing, and Sales to ensure alignment between financial targets and operational execution as well as client commitments.

• Provide financial assessments and decision support for business cases, investments, and new initiatives, including revenue forecasts, cost implications, and return analyses.

• Propel continuous improvement in financial reporting, forecasting, and performance management processes to increase visibility, accuracy, and the speed of decision-making.

• Act as a principal financial advisor to Contact Center leadership, shaping decisions through insights and business acumen.

• Execute all other assigned duties.

⛳️ Requirements

• Bachelor's degree in Finance, Accounting, Economics, Business, or a related discipline is required.

• A minimum of 6 years of experience in financial planning, forecasting, financial analysis, or business performance management.

• Preferred experience in supporting or driving financial performance within a complex, service-oriented, or contact center environment.

• Proven experience in cost modeling, pricing analysis, or profitability optimization.

• Experience in collaborating cross-functionally with Finance, Operations, and business leadership to affect decision-making.

• Proficient in handling large datasets, financial systems, and business intelligence tools.

• Capability to construct and maintain intricate financial and cost-to-serve models that support pricing and profitability decisions.

• Demonstrated ability to translate operational metrics into financial results and business impact.

• Advanced analytical abilities with the capacity to distill large, complex datasets into actionable insights.

• Strong comprehension of how pricing, service models, contracts, and operations affect financial performance.

• Skillful in identifying risks and opportunities while providing data-informed recommendations to enhance business outcomes.

• Strategic thinker with the ability to link immediate performance to long-term business goals.

• Exceptional communication skills, capable of clearly conveying complex financial concepts to non-financial stakeholders.

• Proven track record in influencing decision-making and cultivating robust cross-functional partnerships.

• Strong problem-solving skills with the capacity to determine root causes and drive resolutions within a complex environment.

• Ability to juggle multiple priorities, work autonomously, and achieve results in a fast-paced, dynamic setting.

• Advanced proficiency in Excel and familiarity with business intelligence tools (e.g., Qlik, Power BI) to facilitate reporting and decision-making.

🏝️ Benefits

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program