Lead Workforce Planning Analyst, Customer Service

We are looking for a Lead Workforce Planning Analyst to join Spotify’s Customer Service (CS) team. You will report to the Associate Director of Workforce Management, and will work with Spotify colleagues as well as our vendor partners from around the world to manage invoicing, budget models, and financial reporting for CS.

Customer Service is a globally distributed team that advocates relentlessly for Spotify’s customers, artists, authors and creators. Your work will ensure that CS is scaling effectively to meet demand while maintaining alignment with Spotify’s overall financial goals.

What You'll Do

• Build and maintain models to predict monthly spend for CS variable expenses, and partner with finance to track and reconcile these expenses for financial reporting in monthly, quarterly and annual cycles.
• Normalize vendor invoices and maintain these records in a database for the purpose of analysis.
• Summarize expected vs actual spend into meaningful reports for CS leadership, and prepare other ad-hoc reports as needed.
• Gain a deep understanding of the full service delivery cycle (forecasting, workforce planning, operations) so that you can effectively model its complexity.
• Create monthly purchase orders for CS vendors and approve vendor invoices.
• Size the financial impact of new CS initiatives.
• Work closely with internal stakeholders to understand changes to our vendor contracts, and ensure these changes are reflected in the financial models.
  
  

Who You Are

• 5 years of professional experience in a similar role with a focus on accounting or finance. Domain experience within a service delivery environment, business process outsourcer, or customer service department is a plus.
• A spreadsheet master. You are as comfortable in Google Sheets as you are in Microsoft Excel, and writing a series of nested IF statements or a custom number format does not phase you.
• Detail-oriented with a focus on accuracy.
• A great communicator in all respects (written, verbal, or with data).
• Comfortable working with a globally distributed team, with occasional international travel.
• Intellectually curious. You will need to understand many CS functions outside of your own in order to do your job effectively.
• Goal-oriented and motivated, with a strong sense of personal accountability.
• Comfort with data visualization tools like Tableau or Looker Studio is a plus.
  
  

Where You'll Be

• We offer you the flexibility to work where you work best! For this role, you can be within the United States as long as we have a work location.
• This team operates within the Eastern Time Zone time zone for collaboration.
  
  

The United States base range for this position is $77,223-$110,319 plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays.

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