Senior Product Manager
Consumer Support Experiences
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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.
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Our global benefits
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.
Learn about life at Spotify