Policy Support Specialist, Vendor Operations

Spotify Trust & Safety is dedicated to creating a platform that’s safe for users and creators and true to our values. We are seeking a Policy Support Specialist, Vendor Operations, to join our growing Trust & Safety team.
You will help optimize Spotify’s outsourced operations and ensure that vendor support performance obligations are being met across multiple programs.
You will focus on continuous improvement, relationship management, and generating feedback that directly impacts our ability to scale content moderation efforts. 

What You'll Do

• Support on the day to day operational relationship management with global vendor partners
• Work with internal/external collaborators and vendor partners to refine and deliver on executing requirements and processes to drive strategic capabilities
• Collaborate with vendor partners on onboarding and off boarding agents, generating feedback and insights to meet service specific goals and proactively identifying process improvements
• Provide guidance on optimization, automation and operational efficiency to maximize value from vendor partners
• Facilitate alignment across internal and external partners through proactive communication and facilitation of cross-functional projects regarding different aspects of quality assurance, training management and infrastructure support
• Evaluate new content moderation processes or program changes to mitigate operational risk and to support consistent partner performance
• Apply and leverage metrics and analytics to make informed decisions on how to optimize operational excellence and identify cost saving opportunities

Who You Are

• Bachelor's degree is required
• 2+ years of direct experience in an operations role supporting content moderation and safety issues
• Have prior vendor support, relationship management or business process outsourcing experience
• Proven ability to lead multiple projects simultaneously across time-zones
• Can facilitate critical conversations with ease and balance competing priorities
• Exceptional communication skills; experience representing T&S in any situation and synthesizing complex information for all audiences
• Strong critical thinking skills with the ability to identify workflow improvements and turn feedback into action
• Excellent program management skills and comfortable with analytics
• Ability to work flexibly, occasionally outside of work hours, to support the global T&S team

Where You'll Be

• This role is located in our Dublin, Ireland offices

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.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.