spotify - Advertiser Solutions Vendor Lead - Programmatic and Direct Support
Requirements
• You have 5+ years of experience in customer support operations, program management, vendor management, or a related field, including 3+ years working within the programmatic advertising ecosystem • You have hands-on experience working with and managing external vendor or BPO support teams, and you understand the nuances of operating through outsourced support partners. • You have deep hands-on experience with programmatic advertising operations, including campaign troubleshooting, DSP and SSP integrations, deal setup, auction mechanics, and campaign delivery. • You have the ability to assess the technical accuracy of vendor case resolutions, not just communication quality • You have experience working with global teams that span across different time zones. • You are highly proactive, with a strong ability to identify operational opportunities before they become issues. • You build strong relationships across functions and are comfortable influencing stakeholders across Sales, Product, Engineering, Operations, and external vendor organizations. • You have experience driving process improvements and operational change across complex support organizations. • You are detail-oriented, organized, and rigorous in maintaining documentation and processes. • You are an excellent communicator who can translate complexity for a range of stakeholders, from frontline agents to senior leadership. • You are comfortable working in a fast-moving environment where some structures are still being built, and you thrive when given the autonomy to shape how things work. • ## Where You'll Be • This role can be based in London, UK • We offer you the flexibility to work where you work best! There will be some in person site visits, but still allows for flexibility to work from home. • At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.
Responsibilities
• 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 organization and partner with training teams to develop targeted enablement programs that strengthen programmatic expertise. • 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, 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, ensuring issues are investigated, communicated effectively, and resolved in a timely manner. • Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritize improvements, and continuously 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.
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