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About the Role

Join the Sales team and build relationships that help grow Spotify's business. You'll serve as the primary connection between vendor support teams and the Spotify Ads organization, acting as the programmatic subject matter expert within Vendor Operations. You will ensure technical excellence, scalable enablement, and consistent support across EMEA and JAPAC Markets, identifying opportunities for improvement and shaping frontline support delivery.

Responsibilities

Serve as the programmatic product expert within the vendor operations function, partnering with internal regional leads on product knowledge.
Identify technical and functional capability gaps across the vendor support organization and partner with training teams to develop targeted enablement programs.
Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform support program improvements.
Execute on priority initiatives and workstreams on behalf of management.
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, prioritize improvements, and evolve the vendor support program.
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 programs, 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 or documentation updates.
Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes.

Requirements

5+ years of experience in customer support operations, program management, vendor management, or a related field.
3+ years working within the programmatic advertising ecosystem.
Hands-on experience working with and managing external vendor or BPO support teams.
Deep hands-on experience with programmatic advertising operations, including campaign troubleshooting, DSP and SSP integrations, deal setup, auction mechanics, and campaign delivery.
Ability to assess the technical accuracy of vendor case resolutions.
Experience working with global teams across different time zones.
Highly proactive with a strong ability to identify operational opportunities before they become issues.
Ability to build strong relationships across functions and influence stakeholders.
Experience driving process improvements and operational change across complex support organizations.
Detail-oriented, organized, and rigorous in maintaining documentation and processes.
Excellent communicator who can translate complexity for a range of stakeholders.
Comfortable working in a fast-moving environment where some structures are still being built.
Thrive when given the autonomy to shape how things work.

Skills

Programmatic advertising
Vendor management
Customer support operations
Program management
DSP and SSP integrations
Campaign troubleshooting
Process improvement
Cross-functional collaboration
Communication

Location

London, UK

Work Type

Hybrid
Remote flexibility

Experience Level

5+ years experience
3+ years programmatic advertising experience

About the Company

Spotify is a global platform for music and podcasts.
We aim to shape the way the world experiences music and podcasts through expert knowledge of ad products, sales channels, and the industry.

Equal Opportunity

Spotify is an equal opportunity employer.
We welcome diversity and encourage individuals from all backgrounds to apply.
We are passionate about inclusivity and ensuring our recruitment process is accessible.
Reasonable accommodations are available during the interview process.