Engineering Manager - Customer Service Platform

Job Description

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.

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens. At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can. Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service. Apply for this job