Director, Vendor & Technology Management

Job Description

Famehouse, a division of UMG, is the preeminent leader in 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 eCommerce for UMG's labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration-both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist's owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

At Famehouse, fans are at the forefront of our business. They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We're seeking a Director, Vendor and Technology Management to join the Fan Services Department to manage the services provided by our BPO and Technology vendors, ensuring high performance, business alignment and accountability. This leader will also drive innovation within Fan Services, leading the evaluation, implementation and optimization of tools and platforms that will support scalable, fan-first service.
How you'll CREATE:
• Vendor Management
• Oversee day to day operations of BPO and technology vendors supporting the Fan Services team, ensuring alignment to SLA, security requirements and operational standards
• Develop and manage the overall resourcing strategy and allocation plan across BPO partners to ensure appropriate coverage and scalability
• Act as the primary point of escalation for vendor-related issues and ensure timely resolution
• Monitor vendor performance to identify trends, risks, and opportunities for improvement, ensuring vendors deliver high-quality, fan-first support
• Partner with vendors to optimize workflows and enhance service delivery in line with evolving business needs
• Technology Management
• Own the Fan Services technology roadmap, working cross-functionally to identify, prioritize, and implement tools that enhance support capabilities, drive efficiency, and improve fan satisfaction
• Oversee the rollout, adoption and ongoing optimization of key platforms and features, including enhanced self-service support options, returns, and fraud mitigation tools.
• Use Fan Services data to guide automation strategies and influence long-term tech planning
• Ensure technology partners meet performance expectations and contribute to a scalable, secure, and future-ready support ecosystem
• Team Leadership
• Lead and develop a team supporting vendor and technology management by providing strategic direction, mentorship, and fostering growth, alignment and accountability
• Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization
• Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business
Bring your VIBE:
• Results driven offshore vendor management experience including but not limited:
• KPI monitoring and analysis
• Hiring and training
• Performance management
• Process enhancement
• End to end issue resolution
• Objective development for day-to-day operations
• Resource planning
• Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team
• Experience managing and working with remote and international teams.
• 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.
• 5+ years vendor management experience
• 7+ years customer support experience
• As support runs 7 days a week, please note that weekend and off hours coverage will be required in line with business needs
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.
|
Job Category:
Customer Service

Jobcode: Reference SBJ-eoon50-216-73-216-71-42 in your application.