New Product Integration Lead - Freemium (Remote Eligible - US)


April 28, 2021

    Customer Service
We are looking for a passionate and driven new band member to join our New Product Integrations (NPI) team in the position of NPI Lead. Location New York, NY Job type Permanent
At Spotify, things move, change, and improve fast. The NPI team is responsible for preparing our Customer Support department for new Spotify products and features. In this role, you’ll focus on high priority projects, as well as stakeholder management. You’ll be looking to not only deliver on these new initiatives and projects, but consistently advocate for customer experience and the CS department to company-wide peers and senior management. In addition, we’re looking for someone who can build relationships across the business to ensure CS is included in the early development cycle of new company initiatives.
This role will report to the Senior Manager, NPI & CS Technical Operations. Location is flexible.
What You’ll Do:
  • Take the lead role on the execution of group projects, setting clear expectations and objectives.
  • Communicate sophisticated feature issues clearly to provide understanding.
  • Use your communication and interpersonal skills to build relationships across the business and inspire change cross functionally.
  • Use customer advocacy to influence internal and external partners.
  • Create new cross functional processes and policies with senior leadership.
  • Collaborate across teams and departments to validate hypotheses/findings.
  • Present data to make prioritisation and process decisions that impact the customer experience.
  • Use communication to foster collaboration and teamwork.
  • Think critically about resulting customer experience impacts of a product change.
  • Be a Spotify specialist, providing product clarification where needed as the interface between CS and the rest of Spotify.
  • Represent the department to senior leadership across the company, and clearly speak to our business operation.

Who you are:
  • 5+ years of experience working in a fast paced, customer-centric subscription business environment. Within Customer Support is a plus.
  • You have extensive experience running cross functional projects to expedited deadlines.
  • You have experience working with Press, Marketing, Product, Engineering and Software Development teams.
  • You are creative as well as a strategic problem solver who can demonstrate strong organizational and leadership skills.
  • You have excellent communication and presentation skills.
  • You embrace constant change, and try to make the most of each new opportunity.

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 Americas 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 EST/EDT 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
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.
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.