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Senior Product Manager - Consumer Support Experiences

Work from home Full-time role Hiring

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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