Advertiser Solutions Vendor Lead, Programmatic and Direct Support

• Serve as the primary connection between vendor support teams and the broader Spotify Ads organisation. • Drive operational excellence across EMEA and JAPAC markets, ensuring advertiser support is consistent, scalable, and high quality. • Work across vendor partners and internal stakeholders to identify opportunities for improvement and lead operational initiatives. • Shape how frontline support is delivered across Spotify's advertising business.

• Have 5+ years of experience in customer support operations, programme management, vendor management, or a related field. • Have 3+ years working within the programmatic advertising ecosystem. • Have hands-on experience working with and managing external vendor or BPO support teams. • Have a strong understanding of digital advertising workflows, including programmatic buying, campaign delivery, troubleshooting, and advertiser support. • Have experience working with global teams spanning different time zones. • Be highly proactive with a strong ability to identify operational opportunities before they become issues. • Build strong relationships across functions and be comfortable influencing stakeholders across Sales, Product, Engineering, Operations, and external vendor organisations. • Have experience driving process improvements and operational change across complex support organisations. • Be detail-oriented, organised, and rigorous in maintaining documentation and processes. • Be an excellent communicator who can translate complexity for audiences from frontline agents to senior leadership. • Be comfortable working in a fast-moving environment where some structures are still being built.

• Have experience with Spotify's ad products or similar audio/streaming advertising platforms. • Have experience building or scaling vendor enablement frameworks from scratch. • Have familiarity with QA processes for support agent performance. • Have experience with support tooling and CRM systems used in ad operations. • Have experience managing support operations across both programmatic and direct sales channels simultaneously.

• Work closely with vendor management and training teams to ensure support operations across direct and programmatic ads are running effectively. • Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform programme improvements. • Execute on priority initiatives and workstreams on behalf of management, stepping in where focus is needed across the vendor support model. • Identify process, knowledge, or skill gaps within the vendor support team and propose actionable solutions. • Manage complex escalations with Tier 2 Support, Engineering, Product, and Ad Product Quality teams. • Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritise improvements, and evolve the vendor support programme. • Identify operational inefficiencies and recurring support challenges, and drive solutions that improve quality, consistency, and resolution times. • Own and evolve the vendor enablement framework, including onboarding, continuous learning, knowledge base content, process documentation, and training materials. • Support the QA process for support agents by reviewing cases, identifying areas for improvement, and flagging coaching opportunities. • Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales Systems and Tooling to initiate workflow updates.

• Access extensive learning opportunities through Spotify's dedicated team, GreenHouse. • Receive flexible share incentives letting you choose how you share in Spotify's success. • Take six months of global parental leave for all new parents. • Use All The Feels, the employee assistance programme and self-care hub. • Swap public holidays flexibly according to your values and beliefs.

Spotify's Advertiser Solutions team builds relationships that help grow the advertising business in existing markets and beyond. The team doesn't just sell creative solutions to clients and partners — they help shape them through best-in-class service, using expert knowledge of ad products, sales channels, and the industry. Spotify is an equal opportunity employer committed to inclusivity and accessibility.