Senior Conversational AI Lead

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.