• 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.

Compensation and Benefits

• The United States base range for this position is $117,677–$168,111, plus equity.
• The benefits available for this position include health insurance, six-month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, paid flexible holidays, and paid sick leave. These ranges may be modified in the future.

Diversity and Inclusion

Spotify is an equal opportunity employer. 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. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.

At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.