Manager, Financial Planning & Analysis – Payments & Customer Service

Own the end-to-end payments forecast, including processing fees, vendor mix, and refunds, across monthly, quarterly, and annual planning cycles. Build and maintain driver-based models to analyze variances and explain underlying drivers to leadership. Serve as the finance lead on payment partner and processor agreements, modeling deal economics, pricing tiers, and incentive structures while maximizing partnership value. Build business cases for payment optimization initiatives, including routing, retry logic, and ML-driven improvements, tracking realized impact against investment cases. Evaluate the financial impact of checkout flow changes and local payment methods, prioritizing market-level investments. Provide the financial lens on revenue protection and payment risk, quantifying trade-offs between loss mitigation and user experience. Partner with Financial Engineering to verify payment fees, detect anomalies, and improve cost visibility. Own the customer service forecast across contact volumes, channel mix, and cost-to-serve, analyzing variances and explaining drivers. Build workforce models translating forecasted volumes and service targets into headcount and labor cost. Manage the economics of the BPO/vendor portfolio and run scenario analysis for ramp-ups and seasonality. Establish reporting infrastructure and track KPIs covering acceptance rates and unit economics. Act as the primary finance partner to Payments and Customer Service organizations, providing scenario analysis and decision support on roadmap prioritization and staffing strategy.