Director, Financial Planning & Analysis

CardWorks • Woodbury, MN

17d • $120,000 - $153,000 • Onsite

About The Position

Cardworks is seeking a Director of Financial Planning & Analysis to serve as the lead finance partner for Call Center, Collections, and Case Management Operations. This role will support customer service organizations by owning financial planning, forecasting, and performance analysis for a large, labor‑driven operation. The ideal candidate brings deep experience partnering with operations, working with labor and capacity models, and translating call center performance metrics into clear financial insights that drive decision-making.

Requirements

• Bachelor’s degree in finance, accounting, economics, or related field required.
• 7+ years of FP&A or financial analysis experience, with direct support of Call Center or Customer Operations strongly preferred.
• Demonstrated experience with labor-intensive cost structures and operational forecasting.

Nice To Haves

• Experience supporting both in-house and outsourced (BPO) call center environments a strong plus.
• Deep understanding of call center economics and staffing models.
• Strong financial modeling, forecasting, and variance analysis skills.
• Ability to connect operational metrics to financial outcomes and communicate insights clearly to non-financial leaders.
• Advanced Excel and PowerPoint skills required.
• Experience with financial planning systems and data platforms (e.g., Oracle EPBCS, Snowflake, Sigma, Power BI) preferred.
• Highly analytical, detail-oriented, and comfortable operating in a fast-paced, deadline-driven environment.
• Strong interpersonal skills with the ability to partner effectively with senior operations leaders.

Responsibilities

• Act as the primary FP&A business partner to the Operations Organizational Area (OA).
• Own budgeting, forecasting, and variance analysis for all departments withing the Operations OA
• Build and maintain labor and staffing models incorporating call volume, AHT, shrinkage, occupancy, attrition, and wage rates.
• Partner with Workforce Management to align financial forecasts with staffing and capacity plans.
• Manage call center P&Ls, identifying opportunities to improve efficiency while maintaining service levels.
• Develop dashboards and reporting focused on key metrics such as cost per call, productivity, service levels, and utilization.
• Prepare monthly and quarterly performance reviews for senior and executive leadership.
• Support business cases for hiring, vendor changes, technology investments, and process improvements.
• Drive automation and continuous improvement in FP&A processes and reporting.

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Director