Senior Manager (Defect and Cost Management)

Senior Manager, Defect and Cost Management LOA coverage About the Team As one of client's core operations teams, Customer Experience (CX) ensures that when there are bumps in the last mile, there's always someone there to help make things right. Within CX, the Defect Reduction function works to prevent issues from occurring on the platform in the first place, protecting the customer experience while managing one of the most closely watched lines on the P&L. It's a role that sits squarely at the intersection of operations, finance, and analytics. About the Role The financial impact of defects is measured through the Credits & Refunds (C&R) that they generate. You'll be the single point of accountability for that impact: keeping a steady hand the P&L to protect the business from surprises. On a typical week you'll run the forecast-versus-actuals review, working closely with Finance to reconcile the numbers and explain any significant movement. When you see a miss, you'll dig into the drivers at the lowest level of detail, size the impact, and formulate a clear back-to-health plan, then partner with the right teams to execute. You'll also own the forward-looking forecast to some degree, updating assumptions as trends and inputs change so leadership always has a reliable view of where the line is heading. Strategy & Operations Senior Managers are equal parts analytical and operational, comfortable living in the numbers while still able to zoom out and tell a clear story to leadership. They're organized, proactive owners who can hold a P&L steady, and they're willing to roll up their sleeves and do whatever it takes to keep the business on track. You're excited about this opportunity because you will... - Own the Credit & Refunds P&L end-to-end, serving as the single point of accountability - Get deep, hands-on exposure to how day-to-day operational decisions translate into real financial outcomes - Sharpen your forecasting, variance-analysis, and financial-storytelling skills on a line that gets genuine executive attention - Sit at the center of Finance, Operations, Product, and Analytics, building the relationships that make cross-functional work happen - Make a tangible impact by catching problems early and steering a closely watched business back to health - Present directly to senior leaders on a regular cadence and grow your executive presence We're excited about you because... - You have 8+ years of experience in strategy, finance, FP&A, management consulting, or a related field - You have hands-on experience managing a P&L, to include forecasting and variance analysis - You can solve analytical problems quickly and are experienced in investigating variance in Excel and using AI tools as needed - You are comfortable partnering with Finance and translating between operational drivers and financial outcomes - You have a track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment - You are an owner: you take responsibility for outcomes, bring structure to ambiguous problems, and can hold a business steady on your own - You have a bias toward action, are scrappy, and can pivot when you learn new information - You can influence and motivate people at all levels across a variety of job functions

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”