Lead, Knowledge Management

At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy the music they love. We’re looking for a positive, adaptable, and detail-focused knowledge management expert to join our team in Customer Service. You’ll be part of a team that creates and maintains the documentation for customer support, enabling a world-class support experience for Spotify customers.

You’ll also populate and maintain our Support site with informational articles to help our customers solve their own issues. You’ll be an innovator who can see through the eyes of both the customer and advisor, a collaborator who can adapt in a challenging, ever-changing environment, with a keen eye for detail. This position reports to the Associate Director, Knowledge Management.

What You'll Do

Lead large and complex cross functional projects under our knowledge program to continuously improve our knowledge metrics, making sure content is optimised from start (self help) to finish (advisor assistance) working closely with our Product, Community, CX, Bot, Analytics and Operations teams Plays a key role in identifying a long term AI supported maintenance solution for content, and leads the development of workflows that supply AI support experiences with the proper knowledge Drive content operations: Drive the success of our strategic KM program and acting as an escalation point, responsible for ensuring adherence to deadlines and deliverables Create and maintain accurate content for Customer Service advisors and customers for high priority or complex launches where required Proactively drive continuous improvement and analyze data to identify improvement opportunities and build action plans with measurable results Ensure data analysis learnings and outcomes from project retrospectives feed into future roadmaps Regularly meet with stakeholders to collect qualitative feedback to supplement the data, advocating for the customer and advisor experience always Contribute to the development of the Knowledge Management team’s roles and Responsibilities Assist with Vendor Management with our KMS partners, assisting the Associate Director in Strategy discussions and direction and setting up our technology for long term success in the age of AI Utilise and manage AI to drive knowledge improvements

Who You Are

Must be able to communicate (both written and verbal) effectively and persuasively with a variety of audiences including customers, front line advisors, peers, stakeholders and leadership Experienced with technical writing and continuous improvement methodologies to help reduce the cognitive load on Customer Service advisors and customers Extensive experience documenting and updating knowledge processes and taxonomies, making sure that content is optimised from start (self help) to finish (advisor assistance) Ability to interpret, understand and apply the stories that data and feedback are telling, and proactively lead initiatives to improve them - working with cross functional stakeholders to achieve Experienced in program and project management and familiar with PMI methodologies to plan and launch highly organized work in support of the company’s and team’s goals Experienced in moving fast, clear communication, learning from failure, and respecting the diversity of your colleagues Appreciation for the customer experience and ability to analyze it for the benefit of advisors who support customers’ issues Ability to identify trends in Knowledge Management as an industry and stay up to date on developments in AI Strong sense of focus and excellent attention to detail Experience working with a global team across several time zones A passion for and deep understanding of the technology and music space Experience with multiple CMS and KMSs - Guru and Sanity are a plus Experience with vendor management and the RFI and RFP process Genuine, confident, flexible, and sincere attitude 5+ years of experience in Knowledge Management or adjacent industries

Where You'll Be

We offer you the flexibility to work where you work best! For this role, you can be within the EMEA region as long as we have a work location. This team operates within the EST time zone for collaboration.