Hiring: Manager, Financial Planning & Analysis – Payments & Customer Service Company: Spotify Location: New York, NY Job Posted Time: 2026-09-02 17:56:37 Employment Type: Full-time Target Skills & Keywords: FP&A, Payments, Fintech, Subscriptions, Customer Service / Contact Centre Operations, Financial Modeling, Deal Economics, Payment Optimization, AI/ML, Revenue Protection, Workforce Planning, BPO/Vendor Management, SQL, NetSuite/Adaptive, Workday Financials Experience: - 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 Required Skills: - Build dynamic, driver-based models handling complex variables — fee structures, payment-method mix, FX, fraud and dispute rates, contact volumes, handle times, and staffing requirements - Structure and evaluate commercial agreements; pressure-test pricing and incentive terms - Influence senior stakeholders through clear, data-driven narratives and investment cases - Navigate ambiguity and build processes from scratch in a fast-paced, flat organizational structure - Comfortable with automated reporting and planning tools (NetSuite/Adaptive, Workday Financials), strong SQL or data fluency - Track record of leveraging AI and ML to drive analytical throughput and optimization Qualifications: - Own end-to-end payments forecast — processing fees, vendor mix, and refunds — across monthly, quarterly, and annual planning cycles - Serve as finance lead on payment partner, processor, and payment-method agreements; model deal economics, pricing tiers, volume commitments, and incentive structures - Build business cases for payment optimization initiatives — routing, retry logic, local payment methods, fee reduction, and authorization-rate improvements, including ML-driven optimization - Build business cases for checkout experience investments with Product and Engineering - Evaluate economics of local payment methods with regional payments leads - Provide financial lens on revenue protection and payment risk — fraud, authentication, disputes and chargebacks, and reselling - Partner with Financial Engineering and Data Science to verify and reconcile payment fees, detect fee anomalies, and build automation, tooling, and alerting - Own customer service forecast — contact volumes, channel mix, cost-to-serve, and outsourced and in-house support spend - Build and maintain workforce models translating contact volumes, handle times, and service-level targets into headcount, staffing, and labour cost - Manage economics of the BPO/vendor portfolio and site mix across geographies; run scenario analysis for ramp-ups, seasonality, capacity, and efficiency initiatives - Quantify financial impact of self-service, automation, and AI-driven deflection on contact volume and cost-to-serve - Establish and own reporting infrastructure; develop and track KPIs covering cost of payments, acceptance rates, cost-to-serve, and long-term unit economics - Act as primary finance partner to Payments and Customer Service organizations, providing scenario analysis and decision support - Partner with Data and Engineering teams to improve forecasting accuracy and cost visibility Compensation: - United States base range: $117,677–$168,111, plus equity - Benefits 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 Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!