Senior Zendesk Manager

Tech Woodland Hills, California Req. UMG-4084


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: 

This role is primarily geared towards building Zendesk roadmap and drive technical strategies, provide solutions for key customers/stakeholders, cross-functional / IT teams within UMG using Zendesk. Manage admin(s), coordinate with technical teams, vendors to spin up instances/brands of Zendesk based on customer requirements in a fast-paced environment.

How you’ll CREATE:

  • Manage the use of Zendesk capabilities along with other tools to optimize the effectiveness of client operations
  • Develop / Support configuration of Zendesk instances/brands including forms/workflows, support guide for the help center.
  • Help improve existing processes and innovate new processes utilizing Zendesk to improve client/customer experience
  • Collaboration with other teams / functional groups to ensure cross-functional alignment
  • Liaison with Zendesk acct. team on technical issues as needed
  • Maintain and support all Zendesk enhancement and releases
  • Support culture of continuous improvement
  • Manage a team of Zendesk Administrator(s) and or developer(s), work with Zendesk consultants/vendors to deliver & support Projects
  • Setup and manage Quality Assurance capability, implementation of feedback loops for best quality data, compliance & QA
  • Develop reporting capabilities, metrics & executive dashboards with Zendesk explore / analytics or using other Data Analytics / BI tools
  • Look into new Zendesk capabilities and supporting Applications/tools in technology roadmap for delivering solutions to solve complex process issues/address gaps in service delivery to the customer

Bring your VIBE:

  • Minimum 5+ years of Zendesk administration experience, including experience implementing and managing holistic customer experience, managing multiple instances of Zendesk
  • Proven experience administrating, supporting, and utilizing enterprise-wide Zendesk Multi-brand instances
  • Minimum 7+ years of successful System or Application Administration experience
  • Minimum 3+ years Project Management experience with agile methodologies, managing and providing guidance to a team of developers
  • At least 2 years of experience administering customer success tools
  • Lead Integration with other applications/tools like Jira, Slack, ServiceNow, Shopify, Asynchronous, social tools like Sprout Social is required and with Third-Party Apps a plus
  • Previous customer service management experience a plus
  • Experience managing a multi-tenant environment is a plus
  • A Bachelor’s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis
  • Zendesk Support Administrator Certification is preferred
  • Proven ability to understand business processes and translate business requirements to build/design solutions
  • Demonstrate deep knowledge and usage of various functional areas of Zendesk - Support, Guide, Talk, Chat & Explore including new offerings like Sunshine, Messaging/Conversations, AI/answer bots
  • Excellent written and verbal communications, strong presentation skills
  • Proven project management, multitasking, and prioritization skills
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment
  • Self-directed and focused on listening to client challenges, driving solutions to problems proactively.
  • Done successful integrations and worked/supported in a SaaS environment
  • Working knowledge of Zendesk development SDK and API’s, HTML /CSS

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