Manager, Contact Center Operations
Kobie
About the team and what we’ll build together
This role sits at the intersection of Accounting and Finance. In Accounting, we thrive behind the scenes — detail-oriented and meticulous, providing financial insight that helps our organization make informed decisions. In Finance, we partner closely with business leaders, translating financial and operational data into insight that drives planning, performance reviews, and continuous improvement.
The Finance & Accounting Analyst maintains ownership of core accounting processes while also supporting the operational metrics, forecasts, revenue validation, and monthly reporting that leadership relies on to understand business performance. This role is intentionally built as a development opportunity — a chance to grow across both disciplines — and as a connective thread that strengthens how Accounting, Finance, and operational reporting work together in service of better business decisions.
How you will make an impact
Accounting Ownership
Own recurring month-end close responsibilities, including reconciliations, journal entries, and client accrual file updates and record-keeping for assigned client accounts
Manage the full invoicing cycle — usage loads, invoice and credit memo creation, approval documentation, and client delivery, on both monthly and weekly cadences for assigned client accounts
Maintain accuracy between GL and BS accounts, and ensure NetSuite invoices are approved and posted to the correct period
Support committed revenue summaries and revenue allocation across all lines of business
Review of Kobie and client P&L statements for accuracy against forecast, partnering with operating stakeholders to resolve variances
Financial Planning, Analysis & Operational Reporting
Update and validate revenue in Planful, including client-level revenue, keeping operational data and the financial system of record in sync
Support monthly reporting deliverables, including SG&A and COGS reviews, margin-by-line-of-business analysis, and billable/productivity dashboards
Partner with client and department leads to validate member counts, billed and worked hours, and new business and fulfillment data feeding into financial reporting
Contribute to Monthly Business Review materials — financial results, KPIs, and variance analysis — that leadership uses to understand business performance
Support annual budgeting and re-forecasting
Business Partnership & Development
Serve as a connector between Accounting, Finance, Client Services, and Management keeping data and narrative consistent across close, reporting, and forecasting
Identify and help implement opportunities to improve close and reporting processes through automation, standardization, and efficiency
Build toward broader accounting and FP&A exposure over time, with structured opportunities to expand scope as skills develop
Ongoing Success Measures
First 30 days: Learn the close calendar, chart of accounts; P&L; invoicing; cross-department interactions; shadow one full close
First 60 days: Complete invoicing, recurring journ
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