Principal, Community Support, Strategic Finance

About This RoleAI processing…

Key Responsibilities

• 1
  Build and refine frameworks to measure ROI and cost-effectiveness of technology built or deployed within CS, surfacing where investments are working and where spend should be reallocated.
• 2
  Develop financial and strategic analyses to evaluate various support models, AI impact, and unit economics, sizing cost, retention, and contribution margin impact.
• 3
  Own and maintain CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking — monitoring software usage, budget vs. actuals, and contract terms including MSAs to identify risks and opportunities
• 4
  Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis for the Community Support Product and Experience team.
• 5
  Provide financial analysis and deal support for negotiations with Tech vendors to secure optimal pricing and contract terms
• 6
  Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
• 7
  Monitor Customer Support industry trends and emerging technologies including AI in customer service to identify risks and opportunities proactively.

Requirements

• 10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role, ideally with meaningful exposure to customer support, technology-driven operations, or product organizations.
• You possess grit, take ownership, and bring the right attitude and mindset. Resilient under pressure, coachable, and able to prioritize and deliver in a fast-paced environment.
• Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders.
• Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis. You are comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data.
• Track record of thriving in ambiguous environments and delivering actionable, business-impacting recommendations.
• Familiarity with SQL or willingness to learn. You can independently extract, manipulate, and analyze large datasets and develop strategic narratives appropriate for an executive audience.
• Familiarity with data visualization software is a plus
• Familiarity with program economics or tiered service models is a plus
• Experience at a scaled marketplace, platform, or technology company with a global CS operation is a plus

Perks & Benefits