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Vendor Manager, Outsourcing Operations

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 Vendor Manager that will join the Global Customer Support team. You will assure the attainment of operational targets and delivery of SLA’s, 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 towards 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

  • Manage all CS Outsourcing Relationships and ensure that all partners are meeting KPI performance targets
  • Foster a customer-centric attitude, drive customer priorities, and build effective customer/vendor relationships
  • Work on RFP’s, contracts and business landscape research
  • Work with leadership team cross-functionally to help execute ongoing OS strategies that align with the global business growth and product plan
  • Analyzes outsourced contact center performance (Cost, quality, productivity, satisfaction) and identifies trends, opportunities, issues, concerns, and successes
  • Conduct regular business reviews with partner vendors, including performance penalties and rewards
  • Perform gap analysis to ensure partner advisors have tools, processes, training and empowerment to deliver expected customer experience
  • Partner with outsourcer teams (Reporting, quality, tech ops, IT, Account Management) to focus on execution and develop top quality
  • Ensure partner compliance to 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, and BPO partner management and agents
  • Work from our office in NYC

Who you are

  • You are passionate about Customer Support and have  3-5 years experience specifically in Vendor Management or Customer Care
  • You have 1-2 years experience managing teams
  • You are knowledgeable on Customer Care systems 
  • You have the ability to work in a very dynamic, fast-paced entrepreneurial organization
  • You have strong planning and organizational skills as well as attention to detail
  • You are a great 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 proven track of record to achieve 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 thinker with strong analytical skills who will rely on relevant data to find solutions
  • You have availability to travel up to 50% internationally
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 brilliant. 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 opportunity to enjoy and be inspired by 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 299 million users.

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