Spotify Jobs – Partner Manager / Outsourcing Operations (Customer Service)
At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music and podcasts they love.
We are looking for a smart, ambitious, and hardworking Partner Manager who will join the Global Customer Support team. You will ensure the attainment of operational targets, delivery of SLAs, and drive alignment of the outsourcing strategies.
You will be expected to work independently in a rapidly changing environment, lead projects to completion and keep an eye on analytics while maintaining and developing the relationship between BPO partners and the Spotify Customer Support organization. You are passionate about Customer Experience and bringing the Spotify Culture to our partners.
What you’ll do
- Lead CS Outsourcing Relationships and ensure that all partners are meeting KPI performance targets
- Develop a customer-centric attitude, drive customer priorities, and build effective customer/vendor relationships
- Work with the leadership team cross-functionally to help complete ongoing OS strategies that align with the global business growth and product plan
- Analyzes outsourced contact center performance with a heavy focus on efficiency metrics (resolution, quality, productivity, satisfaction, cost) and identifies trends, opportunities, issues, concerns, and successes
- Conduct regular business reviews with partner vendors (monthly, quarterly, and yearly reviews)
- Perform gap analysis to ensure partner advisors have the tools, processes, training, and empowerment to deliver the best-in-class customer experience
- Partner with internal and partner teams (Reporting, Quality, Tech Ops, IT, Account Management) to focus on execution and develop top-quality
- Ensure partner compliance with all agreed-upon requirements and maintenance of these
- Conducts frequent site visits and evaluations to ensure exceptional quality and to infuse the Spotify culture at all partner locations
- Innovate customer support and deliver a unique experience for our customers, internal employees, BPO partner management and agents
- Work on RFPs, contracts, and business landscape research
- Act as a Project Manager for different projects involving Spotify Customer Support and Partners
Who you are
- You are passionate about Customer Support and have 5+ years of experience specifically in Vendor Management or Customer Care
- You have 2 years of experience managing teams
- You are knowledgeable about Customer Care systems
- You have the ability to work in a very dynamic, fast-paced entrepreneurial organization
- You have experience with large-scale operations working across or coordinating with multiple teams and business units
- You have strong planning and organizational skills as well as attention to detail
- You are a strong communicator and bring clarity to the projects you take on freeing up lines of communication, identifying and removing blockers, encouraging collaboration, and, most importantly, continuously looking for ways to improve how we work
- You have a proven track record of achieving numerous goals in a timely manner, exercising good judgment and sound decision-making skills
- You’re comfortable balancing multiple concurrent projects in an agile, fast-paced, and international environment
- You are a strategic problem solver with strong analytical skills who will rely on relevant data to find solutions
- You have availability to travel internationally
Where you’ll be
- This position will be based in New York
Spotify job benefits: Our global benefits
- Extensive learning opportunities, through our dedicated team, GreenHouse.
- Flexible share incentives letting you choose how you share in our success.
- Global parental leave, six months off – fully paid – for all new parents.
- All The Feels, our employee assistance program and self-care hub.
- Flexible public holidays, swap days off according to your values and beliefs.
Learn about life at Spotify
The United States base range for this position is $ 68,531-97,901 plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, 13 paid flexible holidays, paid sick leave. These ranges may be modified in the future.
Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.