Manager, Financial Planning & Analysis – Payments & Customer Service

• Serve as a dedicated FP&A partner for Spotify's global Payments and Customer Service functions. • Own the financial lens on both ecosystems as Spotify scales across markets and monetisation models — payments sitting at the heart of how Spotify acquires, converts, and retains subscribers, and customer service shaping the experience and cost of supporting them. • Translate complex operational economics into clear financial narratives, build the models that inform decisions, and govern performance against plan. • Be based in London or New York with flexibility to work from home, spending 2–3 days per week in the office.

• Have 5+ years of experience in FP&A, Corporate Development, Investment Banking, or strategic finance. • Build dynamic, driver-based models that handle complex variables such as fee structures, payment-method mix, FX, fraud and dispute rates, contact volumes, handle times, and staffing requirements. • Be able to structure and evaluate commercial agreements, pressure-test pricing and incentive terms, and clearly articulate trade-offs to senior stakeholders. • Have a sharp eye for detail and the ability to influence senior stakeholders across Finance and the business through clear, data-driven narratives and investment cases. • Be comfortable navigating ambiguity and building processes from scratch in a fast-paced, flat organisational structure. • Be comfortable with automated reporting and planning tools such as NetSuite/Adaptive or Workday Financials, have strong SQL or data fluency, and a track record of leveraging AI and ML to drive analytical throughput and optimisation.

• Have experience in payments, fintech, subscriptions, customer service/contact centre operations, or other transaction- and labour-intensive businesses. • Have experience modelling deal economics, pricing tiers, volume commitments, and incentive structures for payment partner agreements. • Have experience building business cases for payment optimisation initiatives including ML-driven optimisation. • Have experience with workforce models that translate contact volumes, handle times, and service-level targets into headcount and labour cost. • Have experience quantifying the financial impact of self-service, automation, and AI-driven deflection on contact volume and cost-to-serve.

• Own the end-to-end payments forecast including processing fees, vendor mix, and refunds across monthly, quarterly, and annual planning cycles. • Serve as the finance lead on payment partner, processor, and payment-method agreements, modelling deal economics and quantifying margin and cash-flow impact. • Build business cases for payment optimisation initiatives including routing, retry logic, local payment methods, fee reduction, and authorisation-rate improvements. • Build business cases for checkout experience investments, evaluating the financial impact of flow changes on conversion, payment success rates, and subscriber acquisition costs. • Partner with regional payments leads to evaluate the economics of local payment methods and prioritise market-level investments. • Provide the financial lens on revenue protection and payment risk including fraud, authentication, disputes, chargebacks, and reselling. • Partner with Financial Engineering and Data Science to verify and reconcile payment fees, detect anomalies, and build automation and alerting. • Own the customer service forecast across planning cycles covering contact volumes, channel mix, cost-to-serve, and outsourced and in-house support spend. • Build and maintain workforce models for the BPO/vendor portfolio and site mix across geographies. • Quantify the financial impact of self-service, automation, and AI-driven deflection on contact volume and cost-to-serve. • Establish and own the reporting infrastructure for payments and customer service, tracking KPIs covering cost of payments, acceptance rates, cost-to-serve, and unit economics. • Act as the primary finance partner to the Payments and Customer Service organisations.

• Work from London or New York with 2–3 days per week in the office. • Collaborate within the EST time zone. • 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. • Receive equity in addition to base salary.

Spotify is the world's most popular audio streaming subscription service with more than 700 million monthly active users. The Finance team partners across the business to translate complex operational economics into clear financial narratives and build the models that inform decisions as Spotify scales across markets and monetisation models.