Associate Director, eCommerce Operations

Commercial Services Philadelphia, Pennsylvania Req. UMG-5381


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 Associate Director, eCommerce Operations to work across our clients’ stores to ensure best-in-class eCommerce 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 Associate Director, eCommerce Operations role will be responsible for overseeing the fulfillment of orders across all 700 of our eCommerce shops, ensuring all platforms are in sync and passing order data accurately, and taking special care in monitoring the overall customer experience. The Associate Director, eCommerce Operations reports to the Director, eCommerce Operations and will play a key role in helping to develop and maintain Universal Music Group’s eCommerce process, specifically through post launch of the order life cycle.

How you’ll CREATE:

  • Lead team of Operation Managers and Asst. Managers, ensuring timely eCommerce release management, order processing, and inventory fulfilment.
  • Manage risk and resolve issues that affect scope, schedule, and quality of Direct-to-Consumer portfolio
  • Oversee and direct projects to meet the needs of the organization through new and updated procedures, process documentation, training, and implementation
  • Help drive integration between the Production/Procurement, Customer Service, Operations, Transportation & Logistics, Store Management, and eCommerce Technology teams
  • Address problems with the release process including order flow, technical issues, as well as day-to-day concerns with customer orders
  • Develop a strong understanding of the detailed process and end-to-end contributors required to bring an eCommerce project to life and through execution.
  • Work closely with partners, including warehouses, to streamline communication and drive process and quality.
  • Contribute in regular meetings to communicate project statuses, identify any potential bottlenecks, and continuously manage expectations.
  • Create, update, and maintain process documentation and training documents.
  • Partner with team members to identify and resolve unfulfilled orders issues and provide the best possible customer experience.
  • Assist in the rapid growth of a cross functional team.
  • Available during off-hours as needed.

Bring your VIBE:

  • Minimum 3-5 years eCommerce, Supply Chain, Order Management or Operations experience
  • Bachelor’s degree in Business, Supply Chain, or a Related Field
  • Strong working knowledge of Product, Inventory and Order management systems
  • Experience with workflow software (Microsoft Office, Google Sheets,, etc.)
  • 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
  • Experience in management and leading large teams
  • Expertise in client relationship management and managing deliverables
  • 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, “Winter Break”, 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.