Spotify

Manager, Financial Planning & Analysis – Payments & Customer Service

New York, NY

Sponsorship not specified$118k-$168kDetected 7 days ago

SQLMachine LearningData ScienceAccountingForecastingFP&AVendor ManagementHRISCustomer SupportLeadershipCollaborationNetSuite

About the role

Who You Are - Experienced Finance Professional: 5+ years in FP&A, Corporate Development, Investment Banking, or strategic finance.
These ranges may be modified in the future.
Spotify is an equal opportunity employer.

Responsibilities

Payment Deal Making & Partner Value Serve as the finance lead on payment partner, processor, and payment-method agreements. Model deal economics, pricing tiers, volume commitments, and incentive structures
Payment Optimisation & AI/ML Build business cases for payment optimisation initiatives - routing, retry logic, local payment methods, fee reduction, and authorisation-rate improvements, including ML-driven optimisation.
Checkout Flow Build business cases for checkout experience investments, partnering with Product and Engineering to evaluate the financial impact of flow changes on conversion, payment success rates, and subscriber acquisition costs.
Regional & Local Payment Methods Partner with regional payments leads to evaluate the economics of local payment methods, prioritise market-level investments, and align regional performance with global priorities.
Payment Cost Assurance Partner with Financial Engineering and Data Science to verify and reconcile payment fees, detect fee anomalies, and build the automation, tooling, and alerting that improve cost visibility and forecasting accuracy.
Contact Centre Labour & Vendor Management Build and maintain workforce models that translate forecasted contact volumes, handle times, and service-level targets into headcount, staffing, and labour cost.
Manage the economics of the BPO/vendor portfolio and site mix across geographies, and run scenario analysis for ramp-ups, seasonality, capacity, and efficiency initiatives.
Service Automation & Deflection Economics Quantify the financial impact of self-service, automation, and AI-driven deflection on contact volume and cost-to-serve, and build the business cases that balance efficiency against customer experience.
Performance Governance Establish and own the reporting infrastructure for payments and customer service. Develop and track KPIs covering cost of payments, acceptance rates, cost-to-serve, and the long-term unit economics of both functions.
Strategic Partnership Act as the primary finance partner to the Payments and Customer Service organisations, providing scenario analysis and decision support on roadmap prioritisation, market expansion, staffing strategy, and infrastructure investment.

Requirements

Experienced Finance Professional: 5+ years in FP&A, Corporate Development, Investment Banking, or strategic finance.
Deal-Oriented: You can structure and evaluate commercial agreements, pressure-test pricing and incentive terms, and clearly articulate trade-offs to senior stakeholders.
Clear Communicator & Influencer: You 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.
You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what's playing in your headphones.
You 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.

Nice to have

5+ years in FP&A, Corporate Development, Investment Banking, or strategic finance.
Experience in payments, fintech, subscriptions, customer service/contact centre operations, or other transaction- and labour-intensive businesses is highly preferred.

Compensation

Payments Forecast Process Own the end-to-end payments forecast - including processing fees, vendor mix, and refunds - across monthly, quarterly, and annual planning cycles.
Customer Service Forecast Process Own the customer service forecast across monthly, quarterly, and annual planning cycles - contact volumes, channel mix, cost-to-serve, and outsourced and in-house support spend.

Company info

As Spotify continues to scale across markets and monetization models, payments sit at the heart of how we acquire, convert, and retain subscribers, while customer service shapes the experience and cost of supporting them.
We offer flexibility to work where you work best, with 2-3 days per week in the office.

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This listing is sourced directly from Spotify's careers page and normalized into a canonical job model.