Group Product Manager - Customer Support Platform (Remote Eligible - EMEA)


April 21, 2021

The Freemium R&D team oversees the entire user journey on Spotify and ensures we engage with people in innovative ways, every step of the way. Our team grows Spotify’s audience by finding future listeners around the world and delivering the right value to them, at the right time. With research, product development, product design, engineering, and marketing all collaborating in one organization, we’re able to quickly create meaningful features and services for millions of people around the world, resulting in joyful, long-lasting relationships with Spotify. Location London Job type Permanent
Spotify is looking for an experienced Group Product Manager to join our Customer Support Platform team in London. This team is responsible for delivering next-generation support experiences across our various businesses, aimed at creating an easy, intuitive and brand-cohesive engagement for our growing user base, enabling users to get best-in-class support and ensuring that they receive the help and answers to everyday questions quickly, easily, and to a high degree of accuracy! As an experienced product leader, you'll lead a team of Product Managers responsible for executing on the Customer Support aspects of the Commerce platform. Working cross-functionally with Engineering, Design, Product Insights, and Marketing, your team will be responsible for building and releasing high impact projects to help us hit ambitious goals.
What You'll Do
  • Work closely with partners across the organisation to make sure that the work the team is doing and the platform provides for the company’s short- and long-term goals.
  • Define and drive product strategy for the product area, working in closing collaboration with your Engineering and Design peers
  • Ensure your team is doing the right things, while not spreading too thinly. A healthy balance of innovation, support and maintenance is key for all successful teams at Spotify.
  • Define and own OKRs, roadmaps, track progress and measure impact across several teams

Who You Are
  • You're an adept product leader, with a background in defining and driving product strategy across more than one team
  • You are experienced with data-informed product development, using the latest techniques for product discovery and hypothesis-driven product development
  • The ideal candidate would have prior experience in automating the customer service domain, providing self-service, chatbot/conversational experiences and working with business partners to modernise contact center interactions
  • You have experience in building platforms that serve both internal and external audiences, balancing out functional and delivery needs across such multi-customer contexts
  • You have experience leading a product from UX through APIs and have delivered both user-centric and API-centric products
  • You have a track record of delivery and have launched sophisticated products at scale across multiple regions.
  • You deeply value and have experience with hiring, mentoring and leading diverse and high-performing teams of product managers, creating an inclusive space where people can learn and do the best work of their careers

Where You'll Be
  • We are a distributed workforce enabling our band members to find a work mode that is best for them.
  • Where in the world? For this role, it can be within the EMEA region in which we have a work location
  • Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here.
  • Working hours? We operate within the Central European time zone for collaboration

Perks of being in the band
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 - fully paid - 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. Spotify On Tour, join your colleagues on trips to industry festivals and events.
Learn about life at Spotify
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.
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 with a community of more than 345 million users.