Senior Product Manager, Consumer Support Experiences

We’re looking for a passionate Senior Product Manager to join the Customer Service Platform team at Spotify.

Location

• London

Job type

Permanent

As a Senior Product Manager on our Customer Service Platform team, you will lead strategic, transformation across Account Management, Support Site, and Community experiences.

You will drive the next frontier in self-service support by harnessing Generative AI, delivering intuitive, scalable solutions that empower users to resolve their issues independently — seamlessly and smartly. You’ll be at the core of how we scale customer satisfaction, reduce friction, and reimagine Spotify Support for the future.

What You'll Do

• Define and communicate the strategic roadmap for transforming customer support touchpoints using AI and automation.
• Identify and apply Generative AI opportunities that deliver intelligent self-service, dynamic content, and conversational support.
• From discovery through execution, ensure high-quality delivery across complex initiatives with tangible impact on customer experience.
• Build cohesive user journeys across Account Management, Support Site, and Community to create a world-class support funnel.
• Collaborate with user design/experience, engineering, data science, customer service operations, and AI research teams to build scalable capabilities.
• Build tools and capabilities that simultaneously reduce customer effort and enhance support agent effectiveness.
• Define success metrics and use experimentation and data to guide decision-making and optimize for impact.

Who You Are

• Extensive Product Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments.
• Passionate about delivering best-in-class user experiences, with a deep empathy for both customers and support advisors.
• Working knowledge or experience applying Generative AI/NLP to solve user-facing or operational problems.
• Proven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teams.
• Not afraid to challenge the status quo—brings a curious, bold, and innovative approach to complex problem-solving.
• Able to align stakeholders, influence at all levels, and communicate ideas clearly across technical and non-technical audiences.

Where You'll Be

• This role is based in London.
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.

Extensive learning opportunities, through our dedicated team, GreenHouse.

Flexible share incentives letting you choose how you share in our success.

Global parental leave, six months off – for all new parents.

All The Feels, our employee assistance program and self-care hub.

Flexible public holidays, swap days off according to your values and beliefs.

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