Sr. Manager, Customer Service Technologies

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.

How You'll LEAD

Universal Music Group is seeking a talented leader of Customer Service Technologies to join our Global Technology team. The ideal candidate will have excellent technical and interpersonal skills and a commitment to finding solutions. You will be a seasoned leader responsible for overseeing a team of customer service platform developers and administrators, who own the maintenance, development, and optimization of our support tools. Your expertise and strategic vision will drive innovation, streamline processes, and ensure that our support delivery and operation teams are efficient, data-driven, and centered around delivering exceptional customer experiences.

How You'll CREATE

• Develop and maintain strong relationships with key customers and stakeholders.
• Collaborate with global business units and cross-functional teams to understand needs and align solutions with company objectives.
• Lead the product life cycle for customer service technology platforms, including review and rationalization of existing platforms
• Manage the development of requirements and detailed specifications for customer service solutions
• Proactively engage with stakeholders and conduct regular business reviews
• Lead and manage a team of technology professionals, including architects, administrators and analysts
• Develop and maintain documentation, standards and procedures for customer support technology platforms
• Stay up to date on new features and technologies and industry best practices and drive assessment for business applicability
• Introduce new technologies and systems to streamline operations and enhance the customer experience.
• Continuously evaluate and improve processes and systems to exceed customer expectations and enhance customer support applications' efficiency and effectiveness.
• Coordinate with legal teams to ensure adherence to company and regulatory data security and privacy requirements
• Monitor incidents/outages and take ownership of the resolution
• Provide expertise and guidance to resolve issues related to customer support technology platforms
• Regularly audit the customer service platforms for efficiency and lead initiatives to improve or expand based on findings
• Analyze and report on customer service platform metrics to guide improvements in service strategies
• Oversee internal agent training
• Provide ongoing mentoring and guidance to team members, ensuring they possess the knowledge, expertise, and tools needed to succeed in their roles
• Empower team members to work independently and take ownership of tasks and projects from inception to completion, delivering high-quality results
• Improve customer/user experience by analyzing customer/user feedback and service metrics to identify areas for improvement and implement actionable plans.
  
  

Bring Your VIBE

• Ability to manage multiple client’s priorities, coordinate activities and manage expectations
• Strong interpersonal skills and the ability to work effectively across all levels of the organization and handle each request with tact, diplomacy and patience.
• Excellent analytical and technical problem solving and troubleshooting skills
• An excellent team player, able to assist colleagues and to contribute to overall team goals, while also being comfortable and able to remain productive when working alone
• Must have prior experience working with customer service platforms. Detailed knowledge of Zendesk is highly preferred
• A strong understanding of customer service operations and processes, with a passion for enhancing the customer and agent experience
• A demonstrated history of successfully leading complex projects from inception to fruition
• Proven ability to lead and mentor technical team members, shaping their career development
• Proficient in deploying tools and creating technical documentation
• Excellent analytical skills with a track record of leveraging reporting to improve operations
• Ability to work nights, weekends and travel to off-site locations
• International business experience is an added advantage
• Undergraduate degree or equivalent experience
  
  

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.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category

Technology

Salary Range

$82,450 - $142,405

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.