Director, Fan Services Quality & Training

Philadelphia, PA
$107,385-120,480 per year
Permanent
Full-time

16 days ago

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.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.How we LEAD: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, Fan Services Quality & Training to join the Fan Services Department. This leader will oversee the quality assurance program, ensuring representatives are providing top notch service to our fans. They will also oversee the training and development program, working to build a comprehensive training calendar and documentation database.How you’ll CREATE:

Service Quality Assurance

Oversee day to day operations of the quality audit program, ensuring alignment to daily goals and performance expectations of both auditors and Fan Services representatives
Partner with Quality Performance Manager to develop and manage the overall quality strategy, enhancing the analysis scorecard to ensure proper and fair scoring for Fan Services representatives
Act as the primary point of escalation for quality-related issues and ensure timely resolution
Monitor Fan Services representative performance to identify trends, risks, and opportunities for improvement, ensuring BPO vendors deliver high-quality, fan-first support
Partner with vendors to optimize workflows and enhance service delivery in line with evolving business needs
Training and Development

Own the Fan Services training roadmap to build a plan for consistent learning and knowledge sharing across Fan Services workstreams
Oversee the rollout, adoption and ongoing optimization of training documentation in order to provide Fan Services representatives with the appropriate knowledge and guidance to provide world class support
Use Fan Services data to guide upskilling and development strategies for representatives and influence long-term goal and support planning
Partner with Director, Vendor Management to ensure BPO partners meet performance expectations and contribute to a scalable, secure, and future-ready support ecosystem
Team Leadership

Lead and develop a team supporting quality, training and development 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 spiritComprehensive medical, dental, vision, and FSA options, as well as:100% coverage for out-patient mental health servicesWellbeing 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 participantsStudent Loan Repayment Assistance and Tuition Reimbursement100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensationVariety of ways to prioritize much-needed time away from work including:Flexible Paid Time Off (PTO) for exempt employees3-weeks PTO for non-exempt employees2-weeks paid Winter Break10 Company Holidays (including Juneteenth and Wellbeing Day)Summer Fridays (between Memorial Day and Labor Day)Generous paid parental leave for every type of parentCheck out our full overview of benefits on the 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 EmployerWe are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.For more information, please click on the following links.E-Verify Participation Poster:E-Verify Right to Work Poster: |Job Category: Customer ServiceSalary Range: $107,385 - $120,480The 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.

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