Senior Manager, Customer Service

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

UMG is seeking an enthusiastic, detail-oriented Sr. Manager to join our eCommerce Customer Support team, working within the Merchandise and E-Commerce Department in our headquarters in Philadelphia. The Senior Manager will work with other areas of the eCommerce Operations division to ensure the voice of the customer is clearly and consistently front of mind with artist and label engagement planning.

How you'll CREATE:

• Manage team of cross-functional support coordinators to ensure fan to label feedback loop is consistently monitored and maintained
• Oversee team performance by consistently reviewing key metrics and KPIs as outlined by the business and providing feedback and continued coaching
• Ensure on-time and correct proactive consumer messaging regarding order status or product changes by partnering with cross-functional eCommerce teams
• Collaborate with Fan Services management team to track and analyze escalated fan issues
• Research and implement tools to enhance and improve team workflows
• Manage relationship with current third-party vendors to ensure tools are working to properly fit business needs
• Work to continually improve on overall tone and voice guidelines for communicating with fans to ensure highest quality of support
• Provide general oversight of department projects and policy updates as needed
• Streamline fan issues and follow up process to ensure fans are satisfactorily responded to in a timely manner
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.

Bring your VIBE:

• Strong communication skills, both verbal and written.
• Exceptional leadership skills with the ability to coach and drive results
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow through on commitments.
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred
• 3+ years management experience
• 5+ years customer service experience

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
  • 100% coverage for out-patient mental health services
  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
  • A lifetime fertility support allowance of $30,000 to plan participants
  • Student Loan Repayment Assistance and Tuition Reimbursement
  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:
  • Flexible Paid Time Off (PTO) for exempt employees
  • 3-weeks PTO for non-exempt employees
  • 2-weeks paid Winter Break
  • 10 Paid Holidays (including Juneteenth and Wellbeing Day)
  • Summer Fridays (between Memorial Day and Labor Day)
  • Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

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