Order Management Director

Job Description

Universal Music Group is seeking an E-Commerce Order Management Director to work across our clients’ stores to ensure best-in-class E-commerce services are executed for our clients. You will have the opportunity to work with some of the most successful artists and entertainment companies in the world and to work with emerging digital music and entertainment technologies. You will have opportunities to submit ideas and processes for the company to utilize in the future.

The Order Management Director role will be responsible for overseeing the fulfillment of orders across all ~700 of our E-commerce shops, ensuring all platforms are in sync and passing order data accurately, and taking special care in monitoring the overall customer experience.

How you’ll CREATE:
• Oversee and grow a team of order management specialists responsible for the daily oversight of customer orders across our ~700 shops
• Create, Update and maintain order management process documentation
• Develop future processes and procedures to support changing business requirements
• Monitor various platforms to assure data is consistent across all our various systems
• Address problems with order flow, technical issues, as well as day-to-day concerns with customer orders
• Maintain an organized view of outstanding products and the related unfulfilled orders
• Own the current collaborative late product tracker including the number of units, original customer promised ship date, and reason for the delay
• Partner with customer service, logistics, and store management team members to identify and resolve unfulfilled orders issues and provide the best possible customer experience
• Partner with customer service Ensure all product expectation dates are accurate and communicated promptly
• Lead a weekly meeting to review all orders that are unfulfilled due to an internal issue such as platform sync, POD vendor delays, or customer service holds
• Is available during off-hours as needed

Bring your VIBE:
• Minimum 4-5 years E-commerce, supply chain, or software quality assurance experience
• Proactive and extremely collaborative with other team members; knows how to leverage the knowledge of those around them to effectively manage the end to end process with the customer
• Knowledge of Shopify
• Understanding of operation management and inventory management systems
• Excellent troubleshooting, analytical, and problem-solving skills
• Extremely detail-oriented and highly organized
• Works well under pressure
• Self-starter who can complete tasks with minimal supervision
• Strong written and verbal communication skills
• Works well with a team
• Able to meet tight timelines and strict deadlines
• Ability to effectively manage multiple projects and tasks simultaneously
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information
• Flexible and adaptive; ability to quickly and calmly react to changing artist & label needs and deadlines
• Should be able to adapt communication style to suit different audiences
• Bachelor’s degree in business, supply chain, or a related field

Perks Playlist:
• Competitive Compensation Package including Salary, Benefits, and Generous 401k Savings Plan
• Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer

Jobcode: Reference SBJ-g368en-3-14-70-203-42 in your application.