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Manager, Vendor Outsourcing Operations

Summary

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.

We seek a smart, ambitious, and hardworking Manager of Vendor Outsourcing Operations to join the Global Customer Support team. In this role, will be responsible for the overall management and effectiveness of vendor partner contact and call centers.  This includes: Assuring the attainment of financial and operational targets, and delivery of contractual obligations; drive and manage the alignment of the outsourcing strategies, and partner with Customer Support leadership to drive improvement in processes and tools.

Responsibilities

. Partners with CS leadership to conduct RFP's and negotiate/maintain LOI's, SOW's & MSA's

. Work with leadership team cross-functionally to help design an ongoing OS strategy that aligns with the global business growth and product plan

  Analyzes outsource call/contact center performance (sales, cost, quality, productivity) and identifies trends, issues, concerns, and successes.

.  Act as the voice and face of Spotify with partners, conveying the integrity and ethos of the company at all times

· Partners with outsourcer teams (reporting, quality, tech ops, IT, Account Management) to focus on execution and develop top quality.

· Conducts frequent site visits and evaluations to ensure exceptional quality and to infuse the Spotify culture at all partner locations

. Champions and ensures a communication strategy that ensures a seamless customer experience

. Builds partner incentive programs that inspire creativity to achieve Spotify values, goals and continuous improvement

· Conduct regular business reviews with partner vendors, including performance penalties and rewards

· Perform gap analysis to ensure partner advisors have tools, processes, training and empowerment to deliver expected customer experience

· Accountable for ensuring effective process changes and program implementations occur at the vendor sites

· Partner with Accounting and Business operations to conduct monthly invoice reconciliations

·Ensure vendor compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with the contrac

Requirements

· Bachelor’s Degree

· Bachelor’s Degree

· 5-7 years relevant experience

· Customer Care systems knowledge

· Proven ability to work in a very dynamic, fast-paced entrepreneurial organization with minimum supervision.

· Proven ability to achieve numerous goals in a timely manner, 

· Bachelor’s Degree

· 5-7 years relevant experience

· Customer Care systems knowledge

· Proven ability to work in a very dynamic, fast-paced entrepreneurial organization with minimum supervision.

· Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills.

·Interact effectively in a global organization located in multiple locations.

·Superior oral, presentation and written communication skills

·Ability to dedicate up 75% time to travel on a monthly basis. (including overseas)

·Experience with contract negotiations a plus  

·Interact effectively in a global organization located in multiple locations.

·Superior oral, presentation and written communication skills

·Ability to dedicate up 75% time to travel on a monthly basis. (including overseas)

·Experience with contract negotiations a plus   

 

Try Spotify here: http://www.spotify.com/us/get-spotify/overview/