Senior Product Manager - Consumer Support Experiences

Job Description

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.

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