Director, eCommerce Customer Service Quality Workforce Management
Time type: Full time
Overview
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.
UMG is seeking an enthusiastic, detail-oriented Director, eCommerce Customer Service Quality Workforce Management to join our eCommerce Fan Services and Customer Support team, working within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.
The Director will be responsible for managing and leading a global team of inhouse and outsourced support professionals, ensuring the delivery of SLAs, operational efficiencies and process improvements. The Director will also work with other areas of the eCommerce Operations division to ensure customers are provided with best-in-class service and support across the eCommerce D2C business.
How you’ll CREATE
- Ensure consistent quality standards and best practices are maintained.
- Develop and implement training programs to enhance the skills of our customer support representatives.
- Regularly assess and improve training materials and methodologies.
- Monitor performance metrics and implement strategies to improve efficiency and customer satisfaction.
- Collaborate with other departments to address customer issues promptly and effectively.
- Regularly assess and improve training materials and methodologies
- Develop and execute strategic plans to align Fan Services objectives with overall company goals.
- Identify and implement innovative solutions to enhance customer experience and support effectiveness.
- Create and foster a coach first environment
- Manage relationships with onshore and offshore teams/vendor by setting clear expectations and monitoring performance.
- Ensure seamless collaboration and alignment between in-house and outsourced teams.
- Align with workforce management to maintain up-to-date resourcing models and staffing projections
- Drive quality and consistency in all support interactions and activities by setting clear, accountable performance measures
- Provide continuous feedback, coaching, training and development assistance to the Fan Services team to foster growth
- Provide general oversight of department projects and policy updates as needed
- 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 Company Holidays (including Juneteenth and Wellbeing Day)
- Summer Fridays (between Memorial Day and Labor Day)
- Generous paid parental leave for every type of parent
Check out our full overview of benefits on the Perks Playlist page of the career site.
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 in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
For more information, please click on the following links.
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish
Job Category:
Customer Service
