Spotify
Advertising Sales - Emerging and Scaled Sales
AdvertiserSolutionsVendorLead-ProgrammaticandDirectSupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Advertiser Solutions Vendor Lead - Programmatic and Direct Support at Spotify. Skills: Vendor management, Program management, Support operations. Work with vendor management teams. Work with training teams”
What You'll Achieve.
Improve quality; Improve consistency; Improve resolution times
Industry & Context.
Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
5+ years customer support operations, 5+ years program management, 5+ years vendor management, 3+ years programmatic advertising ecosystem, Hands-on vendor management, Experience with outsourced support partners, Understanding of digital advertising workflows, Experience working with global teams, Experience driving process improvements, Experience with operational change
Nice to Have
Experience with global teams across different time zones
What You'll Do.
Work with vendor management teams
Work with training teams
Ensure support operations run effectively
Address escalations and issues
Monitor operational metrics
Monitor quality indicators
Inform support program improvements
Execute priority initiatives
Execute workstreams on behalf of management
Step in where focus is needed
Identify process gaps
Identify knowledge gaps
Propose actionable solutions
Manage complex escalations
Communicate issues effectively
Resolve issues in a timely manner
Partner with Customer Success
Partner with GTM teams
Prioritize improvements
Evolve vendor support program
Identify operational inefficiencies
Identify recurring support challenges
Improve resolution times
Own vendor enablement framework
Evolve vendor enablement framework
Identify areas for improvement
Flag opportunities for coaching
Flag opportunities for documentation updates
Work with Product Marketing
Work with Sales System and Tooling
Initiate updates in workflows
Initiate updates in processes
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Global teams; External vendor organizations
Communication Scope
Translate complexity
Process & Methodology
Program management, Priority initiatives, Workstreams
Full Job Description
## What You'll Do Work closely with vendor management and training teams to ensure support operations across our direct and programmatic ads business are running effectively, addressing escalations and issues at a team level. 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. ## Who You Are 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 par
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