Customer Service at Spotify is scaling toward AI-driven, agent-based automation where dynamic reasoning becomes the primary interaction model. As we scale automation and expand into new verticals (Consumer and Creators & Artists), we’re looking for a Senior Conversational AI Lead to shape how our AI agents behave, reason, and deliver outcomes at scale.
This role sits at the centre of our automation strategy. You will act as a system owner for the agent experience, setting standards for how agents reason, behave, and resolve customer issues at scale. You’ll combine strategic thinking with hands-on expertise to ensure our agents are effective, safe, and trustworthy.
This is not a coding role and not a people-management role. It is a senior individual-contributor position focused on strategic ownership of agent behaviour, quality, and evolution, working in close partnership with Engineering, Knowledge Management, QA, Analytics, and Business Process teams. You should expect ambiguity, broad responsibility, and the opportunity to shape how CS AI automation works at Spotify.
What You'll Do
- Help define the long-term vision for AI-driven customer automation, defining how agentic experiences should evolve across web messaging as automation becomes a primary interface.
- Set the strategic standards for agent reasoning, behaviour, and resolution, ensuring consistency across verticals while enabling teams to move quickly.
- Shape how business processes translate into scalable agent behaviour, ensuring Business Process Specifications (BPS) are reflected clearly and sustainably in the system.
- Define the quality and safety framework for automation, including how we approach guardrails, scenario coverage, validation, and regression as we scale.
- Establish how agent performance is measured and improved, setting expectations for experimentation, A/B testing, analytics, and learning loops.
- Provide systems-level oversight across tools, APIs, knowledge, prompts, and integrations, identifying structural constraints and influencing architectural direction.