Director, eCommerce Site Operations

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.
 

Famehouse, a division of UMG, is the preeminent leader in merchandise & D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers merch and D2C for UMG’s labels, artists, and Bravado. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of D2C & merchandise for artists, providing a full-service solution to grow an artist’s owned business including strategy, creative, merchandising, fulfillment, customer service, technology, and more.

How You’ll CREATE

The Director, eCommerce Site Operations (Interscope Capitol) is responsible for overseeing the end-to-end setup, management, and successful launch of products and storefronts across all U.S. eCommerce stores operated under the Interscope Capitol Label Group. This role plays a critical leadership function in ensuring that all online store launches—including artist campaigns, merchandise releases, and promotional product drops—are executed efficiently, on schedule, and in alignment with company standards.

The Director will directly manage two team members while providing leadership and strategic oversight for a broader team of approximately 10 store management professionals, including store managers and assistant store managers. This includes setting priorities, guiding workflow processes, developing operational standards, and supporting team performance and professional development. The role will require strong organizational leadership to ensure effective communication, accountability, and collaboration across the store management team.

Key Responsibilities

• Oversee the work of Store Management team members across the Interscope Capitol group
• Ensure the timely and accurate setup and launch of stores, products, and promotions
• Own end-to-end execution strategy and launch readiness for all Interscope Capitol store and product launches, ensuring storefronts, products, pricing, inventory, and promotions are fully configured and approved prior to go-live
• Prioritize and manage incoming store & product requests based on business needs
• Maintain relationships with key label partners to build trust
• Collaborate with cross functional team partners to identify opportunities to increase efficiency and improve speed and accuracy
• Report and analyze departmental KPIs, identifying trends and opportunities
• Assist in managing the store operations roadmap including tech enablement, team initiatives, and other enhancements
• Mentor a well-rounded team of operational experts and create/oversee professional development plans for direct reports
• Real time problem identification, resolution and escalation as needed
• Subject matter expertise and understanding of all elements of our tools and processes
• Ensure the ongoing management of stores are prioritized and properly resourced against
• Protect and ensure confidential assets and information are kept secure
• Foster a culture of accountability, innovation, and data-driven decision-making

Bring your VIBE:

• 6+ years of experience in eCommerce operations or digital retail, with proven success managing complex, multi-stakeholder programs end-to-end.
• Demonstrated experience leading cross-functional teams and coordinating across creative, technology, operations, and client-facing groups to deliver high profile campaigns
• Strong client relationship management skills with the ability to build trust, communicate clearly, and manage expectations in high-stakes, fast-paced environments.
• Deep understanding of eCommerce platforms, tools, and integrations (Shopify Plus required; additional platforms and third-party systems preferred).
• Experience collaborating with engineering, product, and analytics teams to identify operational improvements, evaluate new tools, and support scalable systems and workflow enhancements is a strong plus.
• Executive presence and strong communication skills
• Change management experience
• Strong decision-making under ambiguity
• Talent development and team-building capability

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage

• Including 100% coverage for out-patient in-network mental health services

• Fertility coverage for eligible medical plan participants

• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

• Student Loan Repayment Assistance and Tuition Reimbursement

• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A 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.

Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Salary Range:

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.