Senior Partner 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 the music, podcasts, and audiobooks they love. We’re looking for a strategic, driven, and experienced Senior Partner Manager to join the Global Customer Support team at Spotify. 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.

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.
• Own the end-to-end lifecycle of BPO relationships, including vendor selection, RFP execution, contract negotiation, commercial term setting, onboarding, and renewal.
• 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.
• Experienced in owning commercial relationships end to end, including pricing strategy, contracts, SLAs, and issue resolution.
• 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 New York
• 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.

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