Senior Partner Manager, Spotify
Outsourcing Operations
$100.4-143.4k
+ Equity
Office located in New York, NY
Commercial music streaming service
Be an early applicant
Commercial music streaming service
1001+ employees
Be an early applicant
$100.4-143.4k
+ Equity
Office located in New York, NY
1001+ employees
Company mission
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 it
Role
Who you are
- We’re looking for a strategic, driven, and experienced Senior Partner Manager to join the Global Customer Support team at Spotify
- 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
What the job involves
- In this role, you’ll own the evolution of our global BPO partner ecosystem, ensuring that our outsourced operations consistently meet operational targets and SLAs, while aligning with our long-term customer support strategy
- You’ll serve as our liaison between Spotify and our partners, fostering strong relationships that enable scalability, drive innovation, and embed Spotify’s culture at every level
- You’ll lead complex, cross-functional initiatives, influence partner strategies, and drive continuous improvement across quality, efficiency, and customer resolution
- You’ll bring a data-informed mindset, thrive in ambiguity, and help shape how we scale our support operations in a way that reflects Spotify’s values and commitment to exceptional customer experiences
- 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
- There will be some in person meetings, but still allows for flexibility to work from home
Our take
Spotify was founded in an attempt to combat the rampant music piracy that was causing significant harm to the industry. The company has since taken music streaming mainstream and now has 180m+ paying subscribers across the world.
With features that include a highly accessible interface and a vast catalogue of artists, Spotify's strong brand has been able to maintain growth in spite of fierce competition from deep-pocketed rivals like Amazon and Apple. The company has achieved this by making smart acquisitions to move into other verticals to strengthen its offerings, especially podcasting, by acquiring Gimlet Media, Anchor and Parcast.
Spotify's future plans include rapid growth with a goal to become a one-stop destination for all digital sound, as well as AI and NFT integrations. However, high costs incurred from the acquisition of exclusive podcasts, increasing competitor strength, and weak bottom-line growth mean that the company must find a balance to maintain its position in the sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2016
$1bn
CONVERTIBLE
Jun 2015
$526m
SERIES G
Total funding: $2.1bn
Company 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
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Daniel Ek
(CEO & Chairman)Founded Spotify in 2006. Previously worked as an executive at Tradera, an auction company that was sold to eBay and was briefly the CEO of uTorrent.
Salary benchmarks
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