Director, Global Client Services (Zendesk)

Royalties & Copyright Woodland Hills, California Req. UMG-1141


Description

Are you an enthusiastic client services professional? Do you have advanced Zendesk administration experience? Are you passionate about music?

...If so, we'd love to connect with you.

We are currently seeking a Director of Global Client Services to join our Royalties team in Woodland Hills, Los Angeles, California.

You'll be the overall owner of a global, enterprise-wide and multi-brand instance. You'll be responsible for recommending, vetting, & building out any new requests within Zendesk to meet evolving needs including, but not limited to SLAs, Business Rules (i.e. automation, macros), & Apps.


You’ll experience the following perks as a full-time UMG employee...

  • Competitive Benefits – Your comprehensive benefits package will offer Medical, Dental, & Vision, as well as 30+ days of PTO, a 401k savings plan with company match, & more.
  • Employee Development – We’re invested in growing your career within UMG. Your engagement in L&D programs will help expand your skill set. Also, you’ll be the first to be considered when new roles open.
  • Culture and Environment – You’ll enjoy our branded offices that feature UMG artists and music 24/7, employee lounges complete with video games, musical instruments, couches, free soda and coffee, free merchandise, & more.
  • Social Responsibility – Your good works and engagement in various causes will be amplified by UMG’s donation-match programs, strengthening our impact throughout the world.


In this role...

  • You'll serve as the business lead partnering with Zendesk, third party service providers, the existing pool of Zendesk Administrators, & UMG IT to migrate a current hub and spoke configuration to an enterprise-wide and multi-brand instance in the near term.
  • You'll provide thought leadership on development and implementation of innovations and new capabilities to meet global stakeholder needs long-term.
  • You'll document workflows and needs for all new business adopters (i.e. brands) and refine Zendesk process flows to ensure overall efficiency.
  • You'll set up and manage Quality Assurance capability.
  • You'll quickly identify and troubleshoot any software performance issues and demonstrate an ability to drive successful resolutions.
  • You'll develop reporting capabilities, metrics, & executive dashboards (including Zendesk and other data analytics and visualization tools).
  • You'll oversee the implementation of feedback loops for best quality data, compliance, & QA.


We'd love to hear from you if...

  • You have proven project management and multitasking skills adapt to a fast-paced and global environment.
  • You have first class communication skills ensuring effective conveyance of information and execution of duties in a cross-functional setting.
  • You have working knowledge of Developer tools including at a minimum: Zendesk SDK or Google Fabric dev kit and REST-based APIs.
  • You have 3+ years Zendesk advanced administration experience (Multi-brand experience and Zendesk Certification highly desirable), as well as 5+ years of successful CRM experience.
  • You absolutely love music.



UMG is the world leader in music-based entertainment,
 with a broad array of businesses engaged in recorded music, music publishing, merchandising, & audiovisual content in more than 60 countries. Featuring the most comprehensive catalog of recordings and songs across every musical genre, we identify and develop artists and produce and distribute the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation, & entrepreneurship, we foster the development of services, platforms, & business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

You can find out more about us at universalmusic.com, view our current career opportunities at umusiccareers.com, & join our talent pool at bit.ly/joinUMGtalentpool