Order Management Manager

Commercial Services Philadelphia, Pennsylvania Req. UMG-4232


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: 

Universal Music Group is seeking an E-Commerce Order Management Manager to work across our clients’ stores to ensure best-in-class E-commerce services are executed for our clients. You will have the opportunity to work with some of the most successful artists and entertainment companies in the world and to work with emerging digital music and entertainment technologies. You will have opportunities to submit ideas and processes for the company to utilize in the future.

The Order Management Manager role will be responsible for overseeing the fulfillment of orders across all ~700 of our E-commerce shops, ensuring all platforms are in sync and passing order data accurately, and taking special care in monitoring the overall customer experience.

How you’ll CREATE:

  • Manage a team of order management specialists responsible for the daily oversight of customer orders across our ~700 shops
  • Help drive integration between the Customer Service, Logistics, and Store Management teams
  • Develop a strong understanding of the detailed process and end-to-end contributors required to bring an eCommerce project to life
  • Contribute in regular meetings to communicate project statuses, identify any potential bottlenecks, and continuously manage expectations
  • Create, update and maintain order management process documentation and training documents
  • Assist in the rapid growth of a cross functional team with clear communication
  • Support the delivery of the best product to our clients in a fast-paced environment
  • Monitor various platforms to assure data is consistent across various systems
  • Address problems with order flow, technical issues, as well as day-to-day concerns with customer orders
  • Maintain an organized view of outstanding products and the related unfulfilled orders
  • Partner with customer service, logistics, and store management team members to identify and resolve unfulfilled orders issues and provide the best possible customer experience
  • Ensure all product expectation dates are accurate and communicated promptly
  • Build and maintain strong, healthy internal and external relationships
  • Available during off-hours as needed

Bring your VIBE:

  • Minimum 2-3 years E-commerce, Supply Chain, or Software Quality Assurance experience
  • Bachelor’s degree in Business, Supply Chain, or a Related Field
  • Customer Service experience, preferably in retail or eCommerce environment
  • A self-starter who is keen to identify opportunities for operational improvement and process documentation
  • Ability to create and implement a sustainable project management process and communicate effectively to engaged parties
  • Expertise in client relationship management and managing deliverables
  • Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
  • Knowledge of Shopify
  • Understanding of operational management and inventory management systems
  • Excellent verbal and written communication skills, with the ability to adjust as needed
  • Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
  • Proactive and extremely collaborative with other team members; knows how to leverage the knowledge of those around them to effectively manage the end to end process with the customer
  • Excellent troubleshooting, analytical, and problem-solving skills
  • Extremely detail-oriented and highly organized
  • Easily adjusts to shifting priorities
  • Trustworthy with sensitive information

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

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.