About the role
Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts. We are looking for a Vendor Lead to serve as the primary connection between our vendor support teams and the broader Spotify Ads organization. You'll also serve as the programmatic subject matter expert within Vendor Operations, helping ensure technical excellence, scalable enablement, and consistent support across our EMEA and JAPAC Markets. Working across vendor partners and internal stakeholders, you'll identify opportunities for improvement, lead operational initiatives, and help shape how frontline support is delivered across our advertising business. \n
What You'll Do 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
