Platform PM: Support Tools & AI Automation

Spotify; Greater London; Hybrid; GBP 70,000 - 120,000; Full time

Job summary

Spotify seeks a Product Manager for its Customer Service Platform to shape tools used by our support advisors. You will guide the API layer, integrations, and tooling, collaborating with engineering, design, data science, and operations to deliver scalable, reliable support across channels.

You will own the product vision, roadmap, and success metrics, driving experiments and data-informed prioritisation while balancing rapid delivery with thoughtful product development.

Qualifications

• 4+ years of product management experience in technology-driven environments.
• Experience with APIs, integrations, platforms, and tooling.

Responsibilities

• Own the product vision and roadmap for the tools our support advisors use daily.
• Define how customers access support across chat, email, social messaging and emerging channels.
• Strengthen the API layer connecting support systems for reliability and extensibility.
• Lead discovery through launch with engineering to ship iteratively and measure impact.
• Identify opportunities to apply AI and automation within advisor workflows and channel routing.
• Collaborate with engineering, design, data science, and customer service operations to build scalable capabilities.

Skills

Product management

Systems thinking

APIs

Technical collaboration

Data-driven decisions

Job description

Spotify seeks a Product Manager for its Customer Service Platform to shape tools used by our support advisors. You will guide the API layer, integrations, and tooling, collaborating with engineering, design, data science, and operations to deliver scalable, reliable support across channels.

You will own the product vision, roadmap, and success metrics, driving experiments and data-informed prioritisation while balancing rapid delivery with thoughtful product development.