Spotify seeks a Global Community Manager to lead CS community operations
Hello community friends,
Spotify is seeking an experienced community manager to step into a leadership role on our Customer Service team. This position supervises two accomplished community managers and oversees a growing team of moderators.
We are looking for someone with a solid foundation and genuine passion for community; someone with a thirst for innovation and data-driven experimentation. People of all musical tastes and backgrounds considered!
Let me know if this sounds like you. We'd love to bring more Khoros experience into our team!
The full job description is below. Click here to apply and message me when you do. This position reports into me, and I'd love to hear from you!
GLOBAL COMMUNITY MANAGER
We are looking for a passionate community strategist with a clear view of how to build and run a world-class customer community. As Global Community Manager, you will be responsible for leading our Community Team, which cultivates the Rock Star superuser program, runs community moderation, improves forum features and functionality, and amplifies the voice of the customer throughout Spotify.
You will collaborate with colleagues in Customer Support, Product Management, Communications, and Analytics in a fast-paced environment.
This position will be based out of Spotify’s Stockholm, Sweden; Cambridge, UK; or New York, NY offices and include some international travels. You will report to the Associate Director, CS Social Media
What you’ll do
Help set the long-term vision for customer self-service and community operations
Refine, update, and execute on the strategy for the Spotify Community, including our Rock Star Program, Idea Exchange, and moderation service
Manage a high-performing team and join a leadership group that is focused on developing engaged, creative, empowered, and authoritative individual contributors
Review and drive critical metrics that capture health, activity, and engagement on the community, as well as the productivity and performance of the team
Own backlog of improvement initiatives, including project definition, priorities, dependencies, and incorporation into CS planning
Clearly communicate your vision, initiatives, and progress against plans to all partners – tailoring communication as appropriate to ensure relevance to the audience
Champion the voice of the customer by following through on processes that gather and deliver actionable product feedback
Help to expand a culture that stimulates innovation and rewards proactive problem solving
Maintain expertise in our community platform, including system design, analytics, and administration
Stay at the forefront of industry trends and network with peers in digital care to benchmark, understand, and create a best in class community
Strengthen the relationship with our platform vendor through transparent communication, participation in product betas, and feedback sessions
Review and validate that Community Operations (systems, processes, content) are aligned with company policies, including privacy and security
Who you are
You are passionate about community-driven customer support
You have 3+ years of community management experience
You have additional technical support, customer service, and external communications experience
You have excellent English language skills; additional language skills a plus
You have knowledge of community management software; familiarity with Khoros Community and Care platforms is a plus
You know how to influence decision making at all levels within an organization, and in a variety of contexts
You have inclusive and collaborative working habits
You care about data driven decision-making
You have strong knowledge of the Spotify product
You are proficient in Jira and Tableau
You have strong people, project, and event management skills
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 brilliant. 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 opportunity to enjoy and be inspired by 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 230 million users.