Senior Associate, Finance & Strategy, Support Operations & Quality

About the team

Our Support team is at the heart of creating joyful experiences for customers, courier partners and merchants. The Support Finance & Strategy team turns data into decisions – making sure we deliver great service while staying disciplined on costs.

About the role

We’re now looking for a Manager, Finance & Strategy to partner with our Support Operations teams. In this role, you’ll own the financial models, analytics and planning processes that sit behind our global support operations.. You’ll work closely with Support leadership, Workforce Management and S&O to connect operational reality to financial outcomes and help us make smarter, faster decisions.

What you'll be doing

• Own and develop cost models across regions, ensuring robust methodology, clean inputs and clear documentation.
• Lead weekly and monthly performance reviews (e.g. WBR) by synthesising Support OKRs, financials and operations metrics into crisp insights and recommendations for leadership.
• Partner with Support Operations and Workforce Management to build and back-test capacity, scheduling and cost plans.
• Design and maintain allocation keys and cost attribution logic (local vs SSC vs outsourced; s...