Sr. Manager, eCommerce Operations

Job Description

Universal Music Group is seeking a Sr. Manager, eCommerce Operations 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 Sr. Manager, eCommerce Operations 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. The Sr. Manager, eCommerce Operations reports to the Operations Director and will play a key role in helping to develop and maintain Universal Music Group's E-commerce process, specifically through post launch of the order life cycle.

How you'll CREATE:
• Help drive integration between the Customer Service, Operations, and Store Management teams
• Monitor various platforms to assure data is consistent across systems
• Identify and lead process improvements for inventory and order management systems
• Address problems with order flow, technical issues, as well as day-to-day concerns with customer orders
• Develop a strong understanding of the detailed process and end-to-end contributors required to bring an eCommerce project to life
• Contribute in regular meetings to communicate project statuses, identify any potential bottlenecks, and continuously manage expectations
• Create, update and maintain process documentation and training documents
• Assist in the rapid growth of a cross functional team with clear communication
• Partner with team members to identify and resolve unfulfilled orders issues and provide the best possible customer experience
• Ensure all product expectation dates are accurate and communicated promptly
• Available during off-hours as needed

Bring your VIBE:
• Minimum 2-3 years E-commerce, Supply Chain, or Software Quality Assurance experience
• Bachelor's degree in Business, Supply Chain, or a Related Field
• Strong working knowledge of Product, Inventory and Order management systems
• Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
• A self-starter who is keen to identify opportunities for operational improvement and process documentation
• Ability to create and implement a sustainable project management process and communicate effectively to engaged parties
• Expertise in client relationship management and managing deliverables
• Excellent verbal and written communication skills, with the ability to adjust as needed
• Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
• 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
• Excellent troubleshooting, analytical, and problem-solving skills
• Extremely detail-oriented and highly organized
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information

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

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

Jobcode: Reference SBJ-gpm219-3-145-60-29-42 in your application.