Manager, Financial Planning & Analysis – Payments & Customer Service

Spotify is looking for a Manager to join our Finance team and serve as a dedicated FP&A partner for our global Payments and Customer Service functions. 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. This role owns the financial lens on both ecosystems.

This is a high-impact, partner-facing finance role responsible for the payments and customer service forecast processes, the financial evaluation of payment partner and processor deals, the pipeline of payment optimization proposals, revenue protection and payment-cost assurance, and the modeling of contact center labor needs. You will partner with Payments, Customer Service, Subscriptions, Risk, Data, Financial Engineering, Accounting, and Business leadership to translate complex operational economics into clear financial narratives, build the models that inform decisions, and govern performance against plan.

What You'll Do

• Payments Forecast Process Own the end-to-end payments forecast - including processing fees, vendor mix, and refunds - across monthly, quarterly, and annual planning cycles. Build and maintain driver-based models, analyse variances against forecast, and clearly explain the underlying drivers to leadership.
• 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; quantify margin and cash-flow impact; and maximise the value of strategic partnerships while driving cost efficiencies at scale alongside Payments, Legal, and Business Development.
• 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. Size the opportunity, define success metrics, and track realised impact against the original investment case.
• 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.
• Revenue Protection & Risk Provide the financial lens on revenue protection and payment risk - fraud, authentication, disputes and chargebacks, and reselling - quantifying the trade-off between loss mitigation, margin, and genuine-user experience, and supporting the business case for risk and regulatory readiness.
• 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.
• 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. Analyse variances against plan and clearly explain the drivers to leadership.
• 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.
• Cross-Functional Leadership Partner with Data and Engineering teams to improve forecasting accuracy and cost visibility, and translate operational data into financial insight for non-technical stakeholders across Spotify.

Who You Are

• Experienced Finance Professional: 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.
• Sophisticated Modeller: You build dynamic, driver-based models that handle complex variables - fee structures, payment-method mix, FX, fraud and dispute rates, contact volumes, handle times, and staffing requirements - and distil them into the assumptions that matter most for a decision.
• 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.
• Operational Mindset: You are comfortable navigating ambiguity and building processes from scratch in a fast-paced, flat organisational structure.
• Systems Fluency: Comfortable with automated reporting and planning tools (NetSuite/Adaptive, Workday Financials), strong SQL or data fluency, and a track record of leveraging AI and ML to drive analytical throughput and optimisation.

Where You'll Be

• This role is based in London or New York.
• We offer flexibility to work where you work best, with 2-3 days per week in the office.
• Collaboration hours align to the EST time zone.