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For Companies At a Glance
- Tasks: Lead engineering teams to enhance customer service tools and workflows.
- Company: Join Spotify, a global leader in music streaming, impacting millions of users.
- Benefits: Enjoy flexible work options, extensive learning opportunities, and generous parental leave.
- Why this job: Shape the future of customer service with innovative AI solutions in a dynamic environment.
- Qualifications: Proven engineering management experience and knowledge of generative AI/NLP required.
- Other info: Work from London with flexibility for remote work and a supportive company culture.
The predicted salary is between 48000 - 72000 £ per year.
We\’re looking for an experienced Engineering Manager to join the Customer Service technology team.
The Customer Service Platform (CSP) own and operate all the technology used throughout the customer\’s journey to get help from support.spotify.com through conversation channels to tooling that empowers thousands of customer service agents. The work we do directly impacts millions of Spotify customers every month and positively shapes their experience of Spotify at perhaps its lowest point.
CSP is entering a transformative phase, with generative AI set to play a growing role in customer service. In this pivotal position, you’ll help shape the future of CSP in a GenAI-driven world—combining technical vision with empathetic leadership to guide our people through meaningful change.
What You\’ll Do
- Manage two teams of engineers building tooling and workflows for our customer service agents
- Lead the R&D that powers every conversation between our customers and Spotify customer service
- Be a technology expert in defining and communicating the practical possibilities and opportunities of generative AI
- Shape and drive the multi-year transition to a customer service model that is deeply rooted in generative AI
- Work closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple parallel projects
- Support the launch of every key Spotify feature by ensuring that CS agents have the tools and empowerment that they need
- Own relationships with CS technology SaaS vendors, influencing their product roadmaps, holding them to account on technological performance, and building ever stronger connections
Who You Are
- Extensive Engineering Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments
- Empathetic to the engineers that you manage and curious to find the best ways to enable their growth and success
- 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
- Capable of upholding Spotify\’s values and representing the best of us while holding partner companies to account
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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Engineering Manager, Customer Service Platform employer: Spotify AB
Contact Detail:
Spotify AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engineering Manager, Customer Service Platform
✨Tip Number 1
Familiarise yourself with the latest trends in generative AI and how they can be applied to customer service. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with current or former employees of Spotify, especially those in engineering management roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Prepare to discuss specific examples of how you've led transformational projects in tech-driven environments. Highlight your empathetic leadership style and how it has positively impacted your teams and projects.
✨Tip Number 4
Showcase your ability to align stakeholders and communicate effectively across different audiences. Be ready to share instances where you've successfully influenced decisions or driven change in cross-functional teams.
We think you need these skills to ace Engineering Manager, Customer Service Platform
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive engineering management experience and showcases your track record of leading large-scale, transformational projects. Use specific examples that demonstrate your ability to manage teams and deliver measurable results.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service technology and generative AI. Discuss how your empathetic leadership style aligns with the role and how you can contribute to shaping the future of the Customer Service Platform.
Showcase Relevant Experience: Highlight any working knowledge or experience you have with Generative AI/NLP. Provide examples of how you've applied these technologies to solve user-facing or operational problems in previous roles.
Prepare for Interviews: Be ready to discuss your approach to managing teams and aligning stakeholders. Prepare to share your thoughts on innovative problem-solving and how you would handle the transition to a customer service model rooted in generative AI.
How to prepare for a job interview at Spotify AB
✨Showcase Your Leadership Style
As an Engineering Manager, it's crucial to demonstrate your leadership style during the interview. Be prepared to discuss how you empower your team, foster their growth, and handle challenges. Share specific examples of how you've led teams through transformational projects.
✨Highlight Your Technical Expertise
Given the focus on generative AI in this role, make sure to highlight your experience with AI and NLP technologies. Discuss any relevant projects where you've applied these technologies to solve user-facing or operational problems, showcasing your ability to bridge technical knowledge with practical applications.
✨Prepare for Stakeholder Alignment Questions
Expect questions about how you align stakeholders and communicate across different levels of an organisation. Prepare examples that illustrate your ability to influence decisions and ensure effective communication between technical and non-technical audiences.
✨Emphasise Your Innovative Approach
This role requires a curious and bold approach to problem-solving. Be ready to discuss how you've challenged the status quo in previous roles. Share instances where your innovative thinking led to measurable results, especially in fast-paced environments.
