Market Relationship Manager – 9/12 Month FTC, Secondment
Brown & Brown Insurance
Senior Partner Manager, Outsourcing Operations
Spotify
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Lead strategic oversight of Customer Service outsourcing relationships, ensuring performance exceeds critical metrics while contributing to our long-term customer experience and business goals.
- Act as a thought partner in shaping the future of our outsourcing operations, with a strong focus on change management and operational resilience.
- Champion change management by identifying operational inefficiencies or capability gaps, then leading transformation efforts to equip partner teams with the right tools, processes, and training.
- Drive a customer-first mentality across our partner network, building strong, trust-based relationships that champion Spotify’s values and voice.
- Partner cross-functionally with CS teams to help implement ongoing strategies that align with the global business and product plan.
- Analyze BPO performance across quality, efficiency, satisfaction metrics and cost; surface strategic insights and lead initiatives to address trends, gaps, and risks.
- Conduct executive-level business reviews with partners, managing performance outcomes, continuous improvement plans, and accountability frameworks.
- Collaborate closely with internal and external teams, including Reporting, Quality, Tech Ops, and IT to ensure operational excellence, culture alignment, and shared success.
- Ensure ongoing compliance with all vendor agreements, and proactively maintain standards across BPOs.
- Conduct frequent site visits to reinforce Spotify’s culture, assess quality, and deepen engagement with frontline and leadership teams.
- Serve as a senior voice in innovating the Spotify customer experience, reimagining how support is delivered across people, process, and technology.
- Support the execution of RFPs, contract negotiations, and vendor selection strategies informed by market research, evolving needs, and long-term vision.
- Role is based in London with flexibility to work from home and some in-person meetings.
Requirements
- You’re a seasoned Customer Support leader with 8+ years of experience in Partner Management, Customer Care, or Global Outsourcing Strategy, with a proven ability to lead high-impact partnerships at scale.
- You have 4+ years of experience managing teams.
- You demonstrate strong leadership skills, with the ability to influence at all levels, mentor others, and drive alignment across diverse teams and customers, both internally and with BPO partners.
- You’ve managed cross-functional teams or led through influence in complex matrixed environments, and you bring a collaborative leadership style that motivates both internal and external partners.
- You have deep knowledge of Customer Support operations and tools, and understand how to drive innovation through systems, process, and partner enablement.
- You thrive in fast-paced, global organizations and are comfortable navigating ambiguity, shifting priorities, and change at scale.
- You bring strong planning, prioritization, and execution skills, with a sharp attention to detail and an eye on long-term strategic impact.
- You’re a highly skilled communicator who brings clarity and alignment to complex projects, unblocks teams, and inspires collaboration across geographies and functions.
- You have a track record of leading through change, finding opportunities for improvement, and mobilizing people, processes, and technology to transform operations.
- You’re highly analytical and data-driven, using insights to influence decisions, optimize performance, and tell compelling stories.
- You’re comfortable balancing multiple concurrent projects in an agile, fast-paced environment.
- You’re passionate about delivering exceptional customer experiences and believe in building partnerships rooted in culture, trust, and continuous improvement.
