Full Time Job

Senior Vice President, eCommerce Operations

Universal Music Group

Philadelphia, PA 06-11-2024
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  • Paid
  • Full Time
  • Executive (10+ years) Experience
Job Description

The SVP, Operations at Fame House will manage the full suite of operational or ''back of house'' services that power our world-class ecommerce business. This includes directly overseeing our store & product management team, our fan services team, and bridging to key partners across the organization including warehousing & fulfillment and technology.
Oversee Store Management Team
• Responsible for driving KPIs across the team including speed to launch, accuracy & quality, and efficiency.
• Ensure this team is setup for success in its role on our dedicated cross functional teams
• Oversee the store setup & configuration process
• Oversee the product setup & configuration process including the management of our PIM (product information management) tool
• Responsible for the accuracy & display of products to the customer
• Manage the setup of store promotions & discounts
• Develop & oversee policies that ensure the security of sensitive assets & information
• Partner with the warehousing team to ensure inventory is accurately reflected on the storefront
• Partner with technology teams to drive the proper set of tooling to configure & manage storefronts
Oversee Fan Services Team
• Responsible for driving KPIs across the team including customer satisfaction, speed of response, and quality.
• Ensure this team is setup for success in its role on our dedicated cross functional teams
• Oversee staffing plans and associated budgets to ensure we can keep up with fan inquiries
• Oversee the creation & enforcement of fan services policies
• Partner with technology teams to drive innovation across fans services technology including automation, customer self-service, live chat, SMS, etc.

Bridge to Warehousing & Fulfillment
• Partner with our logistics team to help drive quality & accountability across our fulfillment operation
• Help oversee KPIs including on-time & accurate fulfillment
• Ensure our warehouses & fulfillment teams are aware of upcoming ecommerce activity to effectively manage warehouse capacity

Bring your VIBE:
• 10-15 years experience in a ecommerce operations
• Proven track record managing large teams in a fast-paced environment
• Experience working with technology teams
• Highly organized
• Fast learner
• Strong written & verbal communication skills
• Strong interpersonal skills and communication skills

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:

Salary Range:
$171,000 - $500,000

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.

Jobcode: Reference SBJ-rbbm7y-34-204-198-73-42 in your application.

Salary Details
Salary: $720.00 Per Hour ($ USD)
Company Profile
Universal Music Group

We are Universal Music Group, the world’s leading music company. We are the home for music’s greatest artists, innovators and entrepreneurs.