• Customer Service

Location

• London

Job type

Permanent

What You'll Do

• Lead strategic oversight of Customer Service outsourcing relationships, ensuring performance exceeds critical metrics while contributing to our long-term customer experience and business goals.
• Act as a thought partner in shaping the future of our outsourcing operations, with a strong focus on change management and operational resilience.
• Champion change management by identifying operational inefficiencies or capability gaps, then leading transformation efforts to equip partner teams with the right tools, processes, and training.
• Drive a customer-first mentality across our partner network, building strong, trust-based relationships that champion Spotify’s values and voice.
• Partner cross-functionally with CS teams to help implement ongoing strategies that align with the global business and product plan.
• Analyze BPO performance across quality, efficiency, satisfaction metrics and cost; surface strategic insights and lead initiatives to address trends, gaps, and risks.
• Conduct executive-level business reviews with partners, managing performance outcomes, continuous improvement plans, and accountability frameworks.
• Collaborate closely with internal and external teams, including Reporting, Quality, Tech Ops, and IT to ensure operational excellence, culture alignment, and shared success.
• Ensure ongoing compliance with all vendor agreements, and proactively maintain standards across BPOs.
• Conduct frequent site visits to reinforce Spotify’s culture, assess quality, and deepen engagement with frontline and leadership teams.
• Serve as a senior voice in innovating the Spotify customer experience, reimagining how support is delivered across people, process, and technology.
• Support the execution of RFPs, contract negotiations, and vendor selection strategies informed by market research, evolving needs, and long-term vision.

Who You Are

• You’re a seasoned Customer Support leader with 8+ years of experience in Partner Management, Customer Care, or Global Outsourcing Strategy, with a proven ability to lead high-impact partnerships at scale.
• You have 4+ years of experience managing teams.
• You demonstrate strong leadership skills, with the ability to influence at all levels, mentor others, and drive alignment across diverse teams and customers, both internally and with BPO partners.
• You’ve managed cross-functional teams or led through influence in complex matrixed environments, and you bring a collaborative leadership style that motivates both internal and external partners.
• You have deep knowledge of Customer Support operations and tools, and understand how to drive innovation through systems, process, and partner enablement.
• You thrive in fast-paced, global organizations and are comfortable navigating ambiguity, shifting priorities, and change at scale.
• You bring strong planning, prioritization, and execution skills, with a sharp attention to detail and an eye on long-term strategic impact.
• You’re a highly skilled communicator who brings clarity and alignment to complex projects, unblocks teams, and inspires collaboration across geographies and functions.
• You have a track record of leading through change, finding opportunities for improvement, and mobilizing people, processes, and technology to transform operations.
• You’re highly analytical and data-driven, using insights to influence decisions, optimize performance, and tell compelling stories.
• You’re comfortable balancing multiple concurrent projects in an agile, fast-paced environment.
• You’re passionate about delivering exceptional customer experiences and believe in building partnerships rooted in culture, trust, and continuous improvement.

Where You'll Be

• This role is based in London.
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.

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

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 with a community of more than 500 million users.