Advertiser Solutions Vendor Lead, Programmatic & Direct Support

• Serve as the primary connection between Spotify's vendor support teams and the broader Spotify Ads organisation across EMEA and JAPAC markets. • Act as the programmatic subject matter expert within Vendor Operations, ensuring technical excellence, scalable enablement, and consistent support. • Work across vendor partners and internal stakeholders to identify opportunities for improvement, lead operational initiatives, and shape how frontline support is delivered across the advertising business. • Be based in London with flexibility to work from home.

• Have 5+ years of experience in customer support operations, programme management, vendor management, or a related field, including 3+ years within the programmatic advertising ecosystem. • Have hands-on experience working with and managing external vendor or BPO support teams, understanding the nuances of operating through outsourced support partners. • Have deep hands-on experience with programmatic advertising operations including campaign troubleshooting, DSP and SSP integrations, deal setup, auction mechanics, and campaign delivery. • Be able to assess the technical accuracy of vendor case resolutions, not just communication quality. • 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 a range of stakeholders from frontline agents to senior leadership. • Be comfortable working in a fast-moving environment where some structures are still being built.

• Have experience owning and evolving vendor enablement frameworks including onboarding, continuous learning programmes, and knowledge base content. • Have experience with QA processes for support agents including case review and coaching. • Have experience developing targeted enablement programmes that strengthen programmatic expertise across vendor teams. • Have experience monitoring operational metrics and quality indicators to inform support programme improvements.

• Serve as the programmatic product expert within the vendor operations function, partnering with internal regional leads as a peer on product knowledge. • Identify technical and functional capability gaps across the vendor support organisation and partner with training teams to develop targeted enablement programmes. • Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform support programme improvements. • Execute on priority initiatives and workstreams on behalf of management, stepping in where focus is needed across the vendor support model. • Manage complex escalations with Tier 2 Support, Engineering, Product, and Ad Product Quality teams, ensuring issues are investigated and resolved in a timely manner. • Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritise improvements, and continuously 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 programmes, knowledge base content, process documentation, and training materials. • Support the QA process for support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching. • Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales Systems and Tooling to initiate updates in team workflows or processes.

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

Spotify is the world's most popular audio streaming subscription service with more than 700 million monthly active users. The Sales team builds relationships that grow the business, shaping creative advertising solutions using expert knowledge of ad products, sales channels, and the industry.