Manager, Financial Planning & Analysis – Payments & Customer Service

Spotify
London, New York
Workplace: HybridFull timeUSD 117,677 - 168,111Function: Customer Support (Service Desk)Skills: ["Communication","Stakeholder influence","Process building","Analytical storytelling","Handling ambiguity"]

Own FP&A for Spotify’s global Payments and Customer Service functions, translating complex payment and customer-service economics into clear financial narratives. Lead end-to-end forecast processes, model payment partner and processor deals, build business cases for payment optimization and checkout improvements, and govern performance against plan. Partner across Payments, Customer Service, Subscriptions, Risk, Data, Financial Engineering, Accounting, and business leadership to improve cost visibility, revenue protection, and reporting KPIs.

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Spotify
Spotify
1 month ago

Manager, Financial Planning & Analysis – Payments & Customer Service

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Job Summary

Own FP&A for Spotify’s global Payments and Customer Service functions, translating complex payment and customer-service economics into clear financial narratives. Lead end-to-end forecast processes, model payment partner and processor deals, build business cases for payment optimization and checkout improvements, and govern performance against plan. Partner across Payments, Customer Service, Subscriptions, Risk, Data, Financial Engineering, Accounting, and business leadership to improve cost visibility, revenue protection, and reporting KPIs.
Location: London, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end payments forecasting, including processing fees, vendor mix, refunds, and variance analysis across monthly, quarterly, and annual planning cycles.
  • •Serve as finance lead on payment partner/processor/payment-method agreements by modeling deal economics, pricing tiers, volume commitments, and incentives.
  • •Build business cases for payment optimization (routing, retry logic, local payment methods, fee reduction, authorization-rate improvements) and track realized impact.
  • •Own customer service forecasting (contact volumes, channel mix, cost-to-serve, outsourced vs. in-house spend) and reporting drivers to leadership.
  • •Establish performance governance by building reporting infrastructure and KPIs for payments and customer service, including cost of payments, acceptance rates, and long-term unit economics.

Pay and Benefits

Salary: USD 117,677 - 168,111
Equity and Bonus:Equity
Perks:Health InsuranceParental Leave401kMeal AllowancePaid DaysFlexible HolidaysPaid Leave

Key Requirements

  • •5+ years in FP&A, corporate development, investment banking, or strategic finance, with preferred experience in payments, fintech, subscriptions, or customer service/contact centre operations.
  • •Ability to build dynamic, driver-based models covering fee structures, payment-method mix, FX, fraud/dispute rates, contact volumes, handle times, and staffing needs.
  • •Experience structuring and evaluating commercial agreements, pressure-testing pricing and incentive terms, and explaining trade-offs to senior stakeholders.
  • •Strong communication skills to influence senior stakeholders through clear, data-driven narratives and investment cases.
  • •Comfort navigating ambiguity and building processes from scratch in a fast-paced, flat organizational environment.
Skills:CommunicationStakeholder influenceProcess buildingAnalytical storytellingHandling ambiguity
Tech Stack:NetSuiteAdaptiveWorkday FinancialsSQLAIML

Company Brief

Spotify
Provides a music, podcast and audio streaming service offering on-demand access to millions of tracks and podcasts, personalized recommendations, and advertising and subscription-based tiers for listeners and creators worldwide.
Industry: Streaming Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stockholm, Sweden
Founded: 2006
Glassdoor
Glassdoor: 4.1
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