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Sr. Manager, Operational Process and Quality Assurance

At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love. 

This role will be responsible for documenting and continuously improving and streamlining the operational processes in CS. We’re looking for someone who thrives on analyzing and documenting business processes to improve organizational efficiency and quality. Therefore, this role will also oversee our Quality Assurance program.

The position reports to Director of Global CS Email Operations.


● Identify and prioritize opportunities to significantly impact operational effectiveness through process improvement and work with stakeholders to deliver them.
● Provide support and coaching for our Operations teams when new processes are being rolled out.
● Communicate and update CS leadership and key stakeholders on the process improvement roadmap.
● Manage the Quality Assurance process for internal and external email teams to drive improvement in the overall customer experience.
● Assist with the development of goals, communicate quality standards and ensure calibrations that will deliver results.
● Drive quality improvements, customer satisfaction, create best practices and implement scalable solutions to business challenges.
● Identify areas for improvement on a site by site basis.
● Provide weekly, monthly and quarterly reporting analysis to executive management and key stakeholders with regards to quality measurement results.


● Bachelor’s Degree
● 5-7 years operation process improvement and/or QA experience in a contact center environment
● 3-5 years of management experience
● Excellent communication and interpersonal skills. Ability to get crossfunctional consensus and collaboration.
● Proficiency in Word, Excel, and PowerPoint
● Experience with Google Applications
● Demonstrated skills in coaching, mentoring, training
● Must be able to effectively communicate with agents, internal departments and management
● Ability to work in a fastpaced and innovative environment
● Exceptional motivational, communications and interpersonal skills
● The ability to understand and document business processes workflows.
● Solid problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize
● A strong sense of focus and excellent attention to detail while working in a very fastpaced environment
● Experience working with a global team
● A passion for and deep understanding of the technology and music space
● Ability to learn new concepts, technologies, and businesses quickly, and to produce quality work in short timeframes
● Occasional international travel required
● Genuine, confident, flexible, and fun attitude

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