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- Tasks: Lead transformation in customer support using AI and automation for Spotify.
- Company: Join Spotify, a leading music streaming platform revolutionising how we connect with sound.
- Benefits: Enjoy flexible work options, including remote work and in-person meetings.
- Why this job: Be at the forefront of enhancing user experiences and driving innovation in customer support.
- Qualifications: Extensive Product Management experience with a focus on tech-driven projects and Generative AI.
- Other info: Work in a dynamic environment that encourages bold ideas and cross-functional collaboration.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for a passionate Senior Product Manager to join the Customer Service Platform team at Spotify. 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.
Senior Product Manager - Consumer Support Experiences employer: Spotify
Contact Detail:
Spotify Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Product Manager - Consumer Support Experiences
✨Tip Number 1
Familiarise yourself with the latest trends in Generative AI and how they can be applied to customer support. 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 product management and customer support fields. Attend industry events or webinars where you can meet people who work at Spotify or similar companies, as personal connections can often lead to job opportunities.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led transformational projects in your previous roles. Highlight your experience with cross-functional teams and how you’ve used data to drive decision-making.
✨Tip Number 4
Showcase your passion for user experience by sharing insights or case studies on how you've improved customer journeys in past projects. This will demonstrate your empathy for users and your commitment to delivering best-in-class experiences.
We think you need these skills to ace Senior Product Manager - Consumer Support Experiences
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive Product Management experience and showcases any transformational projects you've led, especially in tech-driven environments. Use specific examples that demonstrate your ability to deliver best-in-class user experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how you envision using Generative AI to enhance user experiences. Be sure to mention your empathy for both customers and support advisors, as this aligns with the company's values.
Highlight Relevant Skills: Clearly outline your working knowledge or experience with Generative AI/NLP in your application. Provide concrete examples of how you've applied these technologies to solve user-facing or operational problems in previous roles.
Showcase Collaboration Experience: Emphasise your ability to work in cross-functional teams. Mention specific instances where you've collaborated with user design, engineering, data science, or customer service operations to achieve project goals, as this is crucial for the role.
How to prepare for a job interview at Spotify
✨Showcase Your Product Management Experience
Be prepared to discuss your extensive experience in product management, especially focusing on large-scale transformational projects. Highlight specific examples where you've successfully led initiatives that improved user experiences.
✨Demonstrate Your Knowledge of Generative AI
Since the role involves applying Generative AI, make sure to share any relevant experience or knowledge you have in this area. Discuss how you've used AI or NLP to solve user-facing problems or enhance operational efficiency.
✨Prepare for Cross-Functional Collaboration
This position requires collaboration with various teams. Be ready to explain how you've effectively worked with design, engineering, and data science teams in the past. Share examples of how you aligned stakeholders and communicated ideas across different audiences.
✨Emphasise Your Problem-Solving Skills
Spotify is looking for someone who challenges the status quo. Prepare to discuss complex problems you've solved in innovative ways. Use specific examples to illustrate your curious and bold approach to problem-solving.
