Service Operations and Reporting Lead

Job Description

WMG's top priority is the safety and wellbeing of its team members, artists and songwriters across the globe. In response to COVID-19, WMG is fully committed to helping its people balance their home and life commitments with flexible working options, virtual wellness sessions, and more. WMG strives to maintain a COVID-free workplace. To that end, being fully vaccinated against COVID-19 is a condition of employment for all US new employees, prior to the commencement of employment. If you are hired, you will be required to provide proof of your vaccination as part of your new employee onboarding process, subject to our legal obligation to make reasonable accommodations in certain limited circumstances.

Job Description:

At Warner Music Group we're all about our people. Our global company is made up of knowledgeable, passionate, and creative individuals. Our commitment to Diversity, Equity and Inclusion fosters a culture where you can truly belong, contribute, and grow. We believe in each individual's value and encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

It is the mission of every member of the WMG team around the world to create a nurturing environment for artists, songwriters, and the people behind the music – at every stage of their career. We strive to set WMG apart by embracing innovation – an integral part of our company's DNA. Consider a career at WMG and be a part of one of the most influential forces in culture today.

Job Title: Service Operations and Reporting Lead

A little bit about our team:

Warner Music's Center of Excellence is the home to the financial, legal and administrative functions that provide critical support and best-in-class services to our US Recorded Music and Publishing businesses. The Nashville center embodies the innovative and creative spirit that stems from the company's deep history in nurturing entrepreneurial thinking and artist-focused innovation, enabling our employees to develop a wide range of skills through cross-function collaboration and development opportunities.

Why this could be your next big break:

The Service Operations and Reporting Lead will manage the COE service desk and reporting team, responsible for providing user support and help resolve issues and inquiries for business users and external customers.

Here you'll get to:
• Engage customers - Collaborate with WMG leadership to develop strong customer and partner relationships and drive adoption.
• Lead great people - Attract top client service talent and build a high performing team with outstanding customer relationship skills
• Be an advocate - Work with COE Global teams to promote partner and enterprise customer feedback as input to the COE roadmap
• Resolve issues – Work with WMG labels to ensure any issues or disputes are resolved within clearly defined timeframes and SLAs
• Let your voice be heard – As the representative for service within the COE, the relationships and collaboration you develop will be critical to the success of the COE and WMG at large.
• Drive performance - Partner with process owners and the business to effectively report on the Center's performance
• Think outside the box – As the Center lead for reporting and analytics, you'll have SAP 4HANA tools available to build streamlined, dynamic SLA / KPI reporting
• Drive results - Ensure all inquiries are logged and tracked, ensuring a robust audit trail and real-time reporting is available
• Build the bot – Through chatbot technology, you'll find areas of opportunity to enhance, edit, or otherwise create efficiencies with our virtual agent
• Be a trainer – Ensure cross training of service desk activities to other analysts and areas within the COE.

About you:
• Ensure targets are being met timely and accurately
• Manage peak periods in a way that bottlenecks are avoided, and work is evenly distributed
• Show proven experience in conflict resolution

It would be music to our ears if you also had:
• Bachelor's Degree or equivalent experience
• 8+ years of experience in a position involving customer support
• 3+ years managing a customer support operation
• Proven ability to create reports
• Experience utilizing CRM tools
• Significant experience in managing chatbots / AI software
• Ability to read/write Spanish or Portuguese
• Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
• Problem solving, decision making, and continuous process improvement skills
• Ability to multi-task and prioritize projects. Ability to work under pressure and meet deadlines
• Partnering, influencing, and communication skills to convey key elements in a concise and positive manner
• Ability to work proactively, independently, and as a strategic partner in a team environment
• Demonstrated critical thinking and dedication to deepening understanding of work being done

About us:

Warner Music Group is all about our people. We are one global company made up of the most knowledgeable, passionate, and creative people in our business.

It is the mission of every member of the WMG team around the world to create a nurturing environment for artists, songwriters, and the people behind the music, every stage of their career. We strive to set WMG apart from the rest of the industry by embracing a philosophy of innovation that is part of our company's DNA.

Consider a career at WMG and be a part of one of the biggest forces in music today.

With its broad and diverse roster of new stars and legendary artists, Warner Music Group is home to a collection of the best-known record labels in the music industry including Asylum, Atlantic, East West, Elektra, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics and Warner Chappell Music, one of the world's leading music publishers with a catalogue of more than one million copyrights worldwide.

For more than four decades, WMG has been an industry-leading force in providing a world-class array of services designed to help artists and labels grow their careers and their businesses. Artist & Label Services is the umbrella for WEA (Warner-Elektra-Atlantic) – the pioneering WEA distribution and marketing network – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.

Love this job and want to apply?

Click the ''Apply'' link at the top of the page or apply directly with your LinkedIn. Applying with LinkedIn will import all the information you put in your profile but will still allow you to upload a resume and cover letter.

Don't be discouraged if you don't hear from us right away. We're taking our time to review all resumes, and to find the best people for WMG.

Thanks for your interest in working for WMG. We love it here, and think you will, too.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.

Jobcode: Reference SBJ-d98j4m-18-189-2-122-42 in your application.