Senior Partner Manager, Outsourcing Operations - Remote

Overview

At Spotify, we’re looking for a strategic, driven, and experienced Senior Partner Manager to join the Global Customer Support team. This role involves managing the evolution of our global BPO partner ecosystem to ensure operational targets are met while aligning with our long-term customer support strategy.

In Short

• Lead strategic oversight of Customer Service outsourcing relationships.
• Own the end-to-end lifecycle of BPO relationships.
• Act as a thought partner in shaping the future of outsourcing operations.
• Champion change management and identify operational inefficiencies.
• Drive a customer-first mentality across the partner network.
• Partner cross-functionally with CS teams for ongoing strategies.
• Analyze BPO performance across various metrics.
• Conduct executive-level business reviews with partners.
• Collaborate with internal and external teams for operational excellence.
• Ensure compliance with vendor agreements.

Requirements

• 8+ years of experience in Partner Management or Global Outsourcing Strategy.
• 4+ years of experience managing teams.
• Strong leadership skills with the ability to influence at all levels.
• Experience in managing commercial relationships end to end.
• Deep knowledge of Customer Support operations and tools.
• Ability to navigate ambiguity in fast-paced environments.
• Strong planning, prioritization, and execution skills.
• Highly skilled communicator with clarity in complex projects.
• Track record of leading through change and finding opportunities for improvement.
• Analytical and data-driven, using insights to influence decisions.

Benefits

• Flexibility to work from home with some in-person meetings.