Engineering Manager - Customer Service Platform

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 agentsLead the R&D that powers every conversation between our customers and Spotify customer serviceBe a technology expert in defining and communicating the practical possibilities and opportunities of generative AIShape and drive the multi-year transition to a customer service model that is deeply rooted in generative AIWork closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple parallel projectsSupport the launch of every key Spotify feature by ensuring that CS agents have the tools and empowerment that they needOwn 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 environmentsEmpathetic to the engineers that you manage and curious to find the best ways to enable their growth and successWorking knowledge or experience applying Generative AI/NLP to solve user-facing or operational problemsProven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teamsNot afraid to challenge the status quo—brings a curious, bold, and innovative approach to complex problem-solvingAble to align stakeholders, influence at all levels, and communicate ideas clearly across technical and non-technical audiencesCapable 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.

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