Job summary
Job post source
This job is directly from Universal Music Group
Job overview
The Senior Manager, Quality Performance at Universal Music Group leads quality operations for the Fan Services team, ensuring high standards in customer interactions to enhance the fan experience.
Responsibilities and impact
The role involves overseeing team performance through metrics and KPIs, updating quality scorecards, analyzing quality impact on customer experience, partnering with training to improve service, optimizing workflows, handling escalated customer issues, and managing department projects and policies.
Compensation and benefits
The salary range is $74,380 to $90,055, with benefits including comprehensive medical, dental, vision, mental health coverage, wellbeing reimbursements, fertility support, student loan assistance, 401(k) match, flexible PTO, paid holidays, and parental leave.
Experience and skills
Candidates should have 2+ years of management experience, 5+ years in customer service, strong communication and analytical skills, proficiency with Microsoft Office and Zendesk, and preferably a bachelor's degree in business or related field.
Work environment and culture
The company culture values authenticity, drive, creativity, relationships, and a competitive spirit, fostering collaboration and a fan-first philosophy.
Company information
Universal Music Group is a leading global music company involved in recorded music, publishing, merchandising, and audiovisual content across 60+ countries, supporting artists and songwriters worldwide.
Team overview
The candidate will join the Fan Services team within Famehouse, a division of UMG focused on D2C eCommerce solutions, working closely with leadership and training teams.
Unique job features
The role offers unique exposure to the music industry's eCommerce fan services, working with a passionate team dedicated to artist-fan connections and includes involvement in innovative quality and training initiatives.
Company overview
Universal Music Group (UMG) is a global music corporation involved in music recording, publishing, and merchandising. They generate revenue through the sale of recorded music, music publishing, and licensing deals across various platforms, including streaming services, physical sales, and digital downloads. Founded in 1934, UMG has a rich history of evolving with the music industry, representing a diverse roster of artists and labels. Key milestones include their leadership in digital transformation and strategic acquisitions, solidifying their position as a market leader in the music industry.
How to land this job
Position your resume to highlight your leadership in quality performance management, focusing on your ability to oversee team metrics, coaching, and quality analysis in customer service environments.
Emphasize experience with Zendesk, data-driven decision making, and developing training programs based on quality findings, as well as your skills in Microsoft Excel and reporting on KPIs.
Apply through multiple channels including the Universal Music Group corporate careers page, LinkedIn, and specialized music industry job boards to maximize your application visibility.
Connect with professionals in the eCommerce and Fan Services divisions at Universal Music Group on LinkedIn; start conversations by referencing recent UMG initiatives, expressing enthusiasm for their fan-first philosophy, or asking about their team culture and quality standards.
Optimize your resume for ATS by using keywords from the job description such as 'quality analysis,' 'customer service metrics,' 'Zendesk,' 'training development,' and 'KPI reporting' to ensure your resume passes automated screenings.
Use Jennie Johnson's Power Apply feature to automate submitting tailored applications across multiple platforms and to identify and reach out to relevant LinkedIn contacts, allowing you to focus on preparing for interviews and networking effectively.
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