Engineering Manager, Spotify
Customer Service Platform
More information about location
1-3 days a week in office
Commercial music streaming service
Posted today
Commercial music streaming service
1001+ employees
Posted today
More information about location
1-3 days a week in office
1001+ employees
Company mission
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 opportunity to enjoy and be inspired by it
Role
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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Spotify was founded in an attempt to combat the rampant music piracy that was causing significant harm to the industry. The company has since taken music streaming mainstream and now has 180m+ paying subscribers across the world.
With features that include a highly accessible interface and a vast catalogue of artists, Spotify's strong brand has been able to maintain growth in spite of fierce competition from deep-pocketed rivals like Amazon and Apple. The company has achieved this by making smart acquisitions to move into other verticals to strengthen its offerings, especially podcasting, by acquiring Gimlet Media, Anchor and Parcast.
Spotify's future plans include rapid growth with a goal to become a one-stop destination for all digital sound, as well as AI and NFT integrations. However, high costs incurred from the acquisition of exclusive podcasts, increasing competitor strength, and weak bottom-line growth mean that the company must find a balance to maintain its position in the sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2016
$1bn
CONVERTIBLE
Jun 2015
$526m
SERIES G
Total funding: $2.1bn
Company benefits
- 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
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Daniel Ek
(CEO & Chairman)Founded Spotify in 2006. Previously worked as an executive at Tradera, an auction company that was sold to eBay and was briefly the CEO of uTorrent.
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