We are seeking a Lead Workforce Planning Analyst to join Spotify’s Customer Service team. In this role, you will report to the Associate Director of Workforce Management and collaborate with both Spotify teams and global vendor partners to oversee invoicing, budget modeling, and financial reporting for Customer Service.

Customer Service is a worldwide organization dedicated to supporting Spotify’s listeners, artists, authors, and creators. Your contributions will help ensure the team grows efficiently to meet demand while staying aligned with Spotify’s broader financial objectives.

What You’ll Do
• Develop and maintain models that forecast monthly Customer Service variable spending, and work with finance teams to monitor and reconcile these costs for monthly, quarterly, and annual reporting.
• Standardize vendor invoices and store them in a database for analysis.
• Create clear reports comparing projected and actual spending for CS leadership, and produce additional ad-hoc reporting as needed.
• Build a deep understanding of the entire service delivery cycle—including forecasting, workforce planning, and operations—to accurately model its complexities.
• Generate monthly purchase orders for CS vendors and approve vendor invoices.
• Estimate the financial implications of new Customer Service initiatives.
• Partner with internal teams to understand updates to vendor contracts and incorporate those changes into financial models.

Who You Are
• You have 5+ years of professional experience in a similar accounting or finance-focused role; experience in service delivery, BPO, or customer service environments is a plus.
• You excel in spreadsheets and are equally confident using Google Sheets and Microsoft Excel, including advanced formulas and custom formats.
• You are detail-oriented and committed to accuracy.
• You communicate effectively in writing, verbally, and through data.
• You are comfortable working with a globally distributed team and open to occasional international travel.
• You are intellectually curious and motivated to understand a wide range of CS functions.
• You are goal-driven, accountable, and self-motivated.
• Familiarity with data visualization tools such as Tableau or Looker Studio is a plus.

Where You’ll Be
• You can work from anywhere in the United States where Spotify has an established work location.
• This team collaborates primarily in the Eastern Time Zone.

The U.S. base salary range for this role is $77,223 to $110,319, plus equity. Benefits include health insurance, six months of paid parental leave, a 401(k) plan, 23 paid days off, and 13 paid flexible holidays.