Customer Service Manager

Business Strategy & Operations Philadelphia, Pennsylvania Req. UMG-4069


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 we LEAD: 

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Customer Service Manager to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you’ll CREATE:

  • Work with eCommerce store management, labels, and production partners to ensure on-time proactive messaging for production delays, changes, or cancellations
  • Help to identify and delegate department projects as needed
  • Work with platform vendors to maintain and enhance performance, delivering optimal solutions for the Customer Service team
  • Assist with general oversight of policy updates
  • Streamline customer issues and follow up process to ensure customers are satisfactorily responded to in a timely manner
  • Management of outsourced teams
  • Quality assurance analysis and general process implementation of AI bot system
  • Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center

Bring your VIBE:

  • 2+ years of management experience
  • 5+ years of customer service experience
  • Strong communication skills, both verbal and written
  • 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
  • Bachelor’s Degree in business or related field preferred

Perks Playlist:

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
  • Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
  • Student Loan Repayment Assistance
  • Employee Developmental Support
  • Annual Gym Reimbursement Package
  • Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer