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Manager, Customer Operations

| Greater LA Area

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.

We're looking for a Customer Service manager to oversee a team of Customer Service Representatives. This role will act as the main interface with customers for all matters relating to the customer service and distribution business. In addition to overseeing a team of Customer Service Analysts, the Manager will be cross trained and perform Order Management functions and support other team members as appropriate.

The Customer Service Manager is responsible for building an excellent working relationship between UMG, 3PL providers and customers. The role will also work on liaising with all groups to ensure that the customer account runs smoothly and efficiently with the primary focus being on effective new release, campaign and Catalog order management. 

The Customer Service Manager should make a full and valuable contribution, supporting the effort to ensure the customer's needs are met wherever practicable, whilst being aware of cost and maintaining UMG service levels.

Job Functions

Account Management and Supervision

  • Manage a team and provide hands-on guidance and leadership to support all day to day Order Management and Customer Service activities to deliver business results
  • Develop and maintain excellent working relationship with
    • Customers
    • UMG's supply chain
    • 3PL providers
  • Produce management and customer reports as required, Co-ordinate and feedback business measures / KPI reporting to the customer in-line with the Contract
  • Maintain new release & early ship report keeping the warehouse informed
  • Address and follow up systems issues, queries and reporting needs
  • To communicate both pro-actively and reactively with customer as circumstances dictate
  • Provide exceptional business analytical support to Management and team
  • Leverage business analytics to help prioritize and improve day to day service delivery
  • Develop team and team members

Process & System Enhancement

  • Continuous improvement of processes/work instructions/service levels
  • Assists with the development of processes, system enhancements, and reports (e.g., Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities
  • Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts

Job Requirements

Skills/Abilities:

Analytical Skills

  • Exceptional ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
  • Is adept at implementing and/or designing statistical metrics
  • Demonstrates experience in extracting and segmenting data to facilitate data analysis.
  • Knows how or where to obtain information; is resourceful

Supervision & Leadership

  • Demonstrated ability to manage and direct a team to deliver business results
  • Takes ownership and responsibility for work progress
  • Prioritizes work activities; plans and stays organized to meet commitment and productivity standards
  • Ability to continuously prioritize workload and work under pressure.
  • Develops well thought out action plans
  • Is a highly detail oriented individual
  • Manages timelines; deals effectively with pressure

Communication Skills

  • Proven interpersonal, verbal and written communication skills, Excellent telephone manner
  • Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
  • To be an effective and flexible member of the Customer Services team
  • Embraces teamwork; shares ideas / methods to improve performance

Other Necessary Skills

  • Takes initiative and seeks increased responsibilities
  • Solid understanding of operations and the supply chain domain

Languages

  • Required: English
  • Any other language is an asset

Key Attributes

  • Service delivery orientation
  • Excellent communication and persuasive skills
  • Positive attitude and team player
  • Problem solving and decision-making skills
  • Must be able to perform effectively in a deadline driven multi-tasking environment
  • Strong working knowledge of Microsoft Office applications with key focus on Excel

Experience

  • A minimum of 3 to 5 years of experience in a client facing role preferred. This experience would ideally have been gained within the distribution sector of the Entertainment or Fast-Moving Consumer industry.
  • IT experience – Advanced expertise in Microsoft software packages
  • Understanding of Order Management and distribution processes

Education

  • BA/BS in Business, Operations or related field; or equivalent experience

Universal Music Group is an Equal Opportunity Employer.

Disclaimer

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AccessDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles
21301 Burbank Blvd, Woodland Hills, CA 91367

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by provide feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
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