• Own the end-to-end vision and roadmap for how Spotify content is shared, discovered, and amplified across platforms • Shape the strategy for sharing, from core sharing functionality to new social formats, collaborative features, and growth loops • Explore how emerging platforms and evolving user behaviors influence sharing, especially across Gen Z and global audiences • Identify opportunities to position Spotify at the intersection of audio and social culture through new product bets • Define clear success metrics to understand how sharing drives acquisition, engagement, and retention • Build strong relationships with external platform partners to unlock new integrations and experiences • Collaborate with Business Development and cross-functional teams to translate partnerships into meaningful product outcomes • Lead cross-functional teams across engineering, design, data, and research, creating clarity and momentum • Bring forward new ideas on how AI can enhance sharing experiences, from personalization to content creation

• Define Strategy: Set the vision for Spotify’s AI-driven experiences across partner agents and mobile surfaces, ensuring alignment with company priorities and user needs. • Lead Experience Development: Translate our foundational capabilities into compelling experiences across partner AI and agentic surfaces. • Drive Ubiquity: Own the roadmap for mobile ubiquity features including widgets, lockscreen experiences, navigation surfaces, and other integrations that deliver everyday value. • Partner with External Teams: Work directly with major technology partners to co-develop and launch integrated experiences, influencing partner roadmaps while ensuring high-quality execution. • Collaborate Across Spotify: Partner closely with Design, Engineering, BD, and more to deliver cohesive, scalable experiences built on shared patterns and reliable platform capabilities.

Role Description The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels. You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues. - Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service - Own operational performance, including service levels, quality, productivity, and customer satisfaction - Drive performance through clear KPIs, coaching, and regular performance reviews - Ensure compliance with data protection, information security, and internal policies - Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency - Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services - Liaise frequently with service areas Qualifications - Proven experience managing a contact centre or customer service operation - Strong people management and leadership skills - Experience of performance management, quality assurance, and service improvement - Excellent communication and stakeholder management skills - Ability to analyse performance data and translate insight into action Requirements - Experience in a regulated or high‑volume contact centre environment (Desirable) - Knowledge of multiple contact channels (telephone, email, chat, digital) (Desirable) - Experience managing change or transformation initiatives (Desirable) Benefits - Birmingham City Council is an accredited Disability Confident Leader employer - Commitment to employing, retaining and developing all of our people - Flexible working options will be considered

• Execute product management end-to-end including: market research, competitive analysis, roadmap development, pricing, and launch. • Collaborate with the Content & Editorial team to execute the strategy related to state adoptions, pricing bundles, sampling, and open territory/large-district opportunities for a product. • Conduct user interviews and coordinate tests to validate product decisions. • Synthesize customer feedback, product analytics, and competitive market data into clear prioritization recommendations. • Monitor P&L for your product line and surface risks and remedies to leadership. • Collaborate across Content, Marketing, Sales, Finance, Design, and Operations to keep vision and execution aligned. • Provide oversight and ensure alignment between the instructional philosophy, content development and Great Minds’ digital platform in the delivery of features and customer experience.