Senior Partner Manager, Outsourcing Operations

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.