Director, Finance Business Partner; Customer Care & Ancillary Business

We are seeking a Director Finance Business Partner to join our team in Glendale, CA. This role serves as a key strategic partner to the VP, Operations Finance and will act as a trusted advisor across Customer Care, Call Center Operations, and Ancillary Business lines, including Tenant Insurance and Lending.

This leader will combine strong financial acumen with operational insight and a forward-looking mindset, particularly in leveraging emerging technologies such as AI to drive efficiency, enhance customer experience, and unlock value. The role requires a hands‑on leader who can both execute and innovate—bringing structure to core finance processes while also helping shape the future of Customer Care through automation and intelligent systems.

• Partner with Customer Care, Ancillary Business and Operations leaders to drive financial and operational performance.
• Act as the primary finance lead for Customer Care and Ancillary businesses, including Tenant Insurance and Lending.
• Provide insights and recommendations to improve profitability, customer experience, and cost efficiency.
• Support forecasting, budgeting, and long-range strategic planning processes.

• Own internal management reporting for Customer Care operations, including call center performance, staffing models, and service metrics.
• Oversee financial reporting for ancillary revenue streams, including Tenant Insurance and Lending products.
• Refine, analyze, and integrate financial statements to provide clear visibility into performance drivers.
• Identify risks and opportunities within the P&L and proactively recommend actions.

• Lead finance support and ROI evaluation for AI-driven initiatives, including chatbot deployment and AI-assisted call center agents.
• Partner with Technology and Operations teams to develop business cases, track performance, and measure financial impact of automation tools.
• Establish KPIs and reporting frameworks to evaluate AI effectiveness.
• Drive continuous improvement by identifying opportunities to scale AI solutions and optimize labor models.

• Support pricing, profitability analysis, and growth strategies for Tenant Insurance and Lending offerings.
• Monitor key business drivers such as attach rates, loss ratios, credit performance, and customer adoption.
• Collaborate with product and operations teams to evaluate new offerings and enhancements.

• Lead, manage, and mentor a team of finance professionals.
• Foster a high-performance culture focused on accountability, innovation, and continuous improvement.
• Influence cross-functional stakeholders and drive alignment across teams.

• 12+ years of progressive financial experience, including business partnering and operational finance.
• Bachelor’s degree in Finance, Accounting, or related field required; CPA or MBA a plus.
• Experience supporting customer operations, call centers, or service-based businesses preferred.
• Exposure to ancillary financial products (e.g., insurance, lending, or retail add-ons) is a plus.
• Demonstrated experience leveraging technology and automation to drive process improvement.
• Familiarity with AI/automation tools in customer service environments strongly preferred.
• Advanced Excel and financial modeling skills; experience with financial systems and BI tools.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills with the ability to influence at all levels of the organization.
• Proven ability to lead cross-functional initiatives and drive change.

This is a unique opportunity to sit at the intersection of finance, operations, and innovation—helping shape how Customer Care evolves through AI and digital transformation while driving meaningful financial impact across core and ancillary businesses.