# Manager, Financial Planning & Analysis

**Company:** [Spotify](https://hotfix.jobs/companies/spotify)
**Location:** New York, NY
**Role:** Finance & Accounting
**Experience:** 5+ years
**Skills:** FP&A, Financial Modeling, SQL, NetSuite, Adaptive, Workday Financials, AI, Machine Learning, Payments, Forecasting
**Posted:** 2026-07-15

> Serve as FP&A partner for Spotify's global Payments and Customer Service functions. Own forecasts, build driver-based models for deals/optimizations/labor, evaluate economics of partnerships and automation, and provide decision support on KPIs and unit economics. Requires 5+ years in strategic finance, sophisticated modeling, and SQL/data fluency.

## Job Description

## 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.

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