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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, including remote work and corporate perks.
- Why this job: Shape the future of customer service with generative AI in a dynamic environment.
- Qualifications: Extensive engineering management experience and knowledge of generative AI required.
- Other info: This role is based in London with a mix of in-person and remote work.
The predicted salary is between 43200 - 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.
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Engineering Manager - Customer Service Platform employer: Spotify
Contact Detail:
Spotify 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 professionals in the engineering management field, especially those who have experience in customer service technology. Attend relevant meetups or webinars to gain insights and potentially get referrals that could boost your application.
✨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 project outcomes.
✨Tip Number 4
Research Spotify's current customer service tools and platforms. Understanding their existing technology stack will enable you to speak knowledgeably about how you can contribute to their goals and improve the customer experience.
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 any specific projects where you've led transformational changes. Use keywords from the job description, such as 'Generative AI' and 'cross-functional teams', to catch the hiring manager's attention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service technology and how your empathetic leadership style aligns with Spotify's values. Mention specific examples of how you've enabled team growth and success in previous roles.
Showcase Relevant Experience: When detailing your work history, focus on experiences that demonstrate your ability to manage large-scale projects and influence stakeholders. Highlight any direct experience with generative AI or NLP technologies, as this is crucial for the role.
Prepare for Potential Questions: Anticipate questions related to your approach to managing teams and driving innovation. Be ready to discuss how you would handle challenges in implementing generative AI solutions within customer service, showcasing your problem-solving skills.
How to prepare for a job interview at Spotify
✨Showcase Your Leadership Skills
As an Engineering Manager, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully managed teams in the past, focusing on your empathetic approach and how you've enabled your engineers' growth.
✨Understand Generative AI
Since the role involves shaping a customer service model rooted in generative AI, make sure you brush up on the latest trends and applications of this technology. Be ready to discuss how you've applied AI or NLP in previous projects and how it can enhance customer service.
✨Prepare for Cross-Functional Collaboration
This position requires working closely with various stakeholders. Think of instances where you've successfully aligned different teams towards a common goal. Highlight your communication skills and how you ensure everyone is on the same page.
✨Demonstrate Problem-Solving Abilities
The company values innovative approaches to complex problems. Prepare to discuss challenges you've faced in previous roles and how you tackled them. Show that you're not afraid to challenge the status quo and think outside the box.
