Full-Time

Director – Ecommerce Customer Service

Posted on 10/31/2025

Universal Music Group

Universal Music Group

10,001+ employees

Global music recording, publishing, distribution company

No salary listed

Philadelphia, PA, USA

In Person

Category
Customer Experience & Support (2)
,
Required Skills
Customer Service
Data Analysis
Requirements
  • Bachelor's Degree in business or related field preferred
  • 4+ years management experience
  • 7+ years customer service and/or order fulfillment experience
  • Strong communication skills, both verbal and written
  • Exceptional leadership skills with the ability to coach and drive results
  • 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
Responsibilities
  • Provide guidance and coaching for Fan Services team members embedded in the cross functional pods to ensure consistent support and communication standards.
  • Lead cross-functional customer support to ensure fan to label feedback loop is consistently monitored and maintained
  • Develop, implement and track key metrics and KPIs to ensure consistent and progressive team performance
  • Oversee and ensure on-time and correct proactive consumer messaging regarding order status or product changes
  • Collaborate cross-functionally to track and analyze escalated fan issues to inform policy updates and capture resolution insights for ongoing best practices development.
  • Help maintain, update, and develop customer service policies that support business growth and evolving operational needs, while ensuring ongoing alignment with fan expectations and business priorities.
  • Partner with Operational Department Leads to develop enhanced and streamlined team workflows that will drive innovation and efficiency
  • Identify and implement tools to enhance and improve team workflows
  • Work to develop and continually improve on artist tone and voice guidelines for communicating with fans to ensure highest quality of support
  • Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
  • Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization
  • Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business
Desired Qualifications
  • Bachelor's Degree in business or related field preferred
Universal Music Group

Universal Music Group

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Universal Music Group manages the recording, publishing, and distribution of music for a global roster of artists. The company works by signing musicians to contracts, producing their albums, and making their work available through streaming services, physical sales, and licensing for film and television. Unlike many competitors, it operates a massive, integrated network across 60 countries that combines traditional label services with merchandising and brand partnerships. Its goal is to maximize the commercial reach and value of its artists' music through a diverse range of global revenue streams.

Company Size

10,001+

Company Stage

IPO

Headquarters

Santa Monica, California

Founded

1934

Simplify Jobs

Simplify's Take

What believers are saying

  • China market grew 20.1% YoY; Sam Hu appointed Managing Director April 22, 2026.
  • Subscription revenue rose 12.5% to €1.3B in Q1 2026 on constant-currency basis.
  • AI partnerships with Splice, BandLab, and Nvidia multiply artist creativity per Michael Nash.

What critics are saying

  • Bill Ackman's $65B takeover bid diverts management from growth in 12 months.
  • Selling half Spotify stake erodes board influence over royalties immediately.
  • Suno licensing impasse cedes AI music generation lead to Warner Music Group.

What makes Universal Music Group unique

  • UMG leads with 31.8% US major label market share via Republic, Interscope, and Virgin.
  • Universal Music Publishing Group ranks second globally with 4.5 million songs.
  • UMG operates in 60+ territories, outpacing Sony Music and Warner Music Group.

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Benefits

Competitive Salary

401k

Flexible PTO

Medical, dental, visiion insurance

Student Loan Repayment Assistance & Tuition Reimbursement

Well-Being Allowance

Company News

The News Lens
Apr 30th, 2026
Universal Music sells Spotify stake, implements 'Taylor Swift clause' to share proceeds with artists

Universal Music Group is selling half its Spotify stake, valued at up to $1.4 billion, and will share proceeds with its artists under a landmark clause negotiated by Taylor Swift in 2018. The "non-recoupable" provision ensures artists receive payments regardless of whether they have recouped their advances, breaking from traditional industry practice where such proceeds typically offset existing debts. This marks the first time Universal artists will benefit from such a transaction. Swift had insisted the clause be included in her 2018 contract, stating it was more important to her than any other term. The distribution could yield millions for top-tier artists and represents a significant shift in streaming-era royalty structures. Universal has not disclosed specific allocation details or timing.

StopPress
Apr 13th, 2026
Supercars appoints Popsta Media as digital media sales agency.

Supercars appoints Popsta Media as digital media sales agency. Supercars has appointed Popsta Media as its digital media sales agency, granting the consultancy exclusive responsibility for YouTube media sales across Australia and New Zealand. The appointment gives brands access to one of Australia's most engaged motorsport audiences through premium placements. Popsta will also oversee sales of digital inventory across the Supercars website, app and branded content integrations, creating new opportunities for advertisers to buy Supercars YouTube media directly. Perfect timing. Popsta Media is a music, sport and entertainment media consultancy partnering with Universal Music Group, Moonbug Entertainment and now Supercars across Australia and New Zealand. The business represents exclusive YouTube inventory spanning global music talent, premium kids content and high-performance motorsport. Supercars head of digital Andrew Mara says: "Supercars is one of Australia's largest sports and the country's premier motor racing category, and Bathurst is one of Australia's biggest cultural icons. "The growth across our digital channels been exponential, following heavy investment into the digital experience across each digital touchpoint. It was the perfect time for us to partner with Popsta Media, who brings deep expertise in digital and YouTube monetisation." Strengthens commercial digital offering. Shaun Warry, co-founder of Popsta Media, says the partnership gives brands a premium entry point into one of the most scaled and engaged digital sports audiences in the market. "We're excited to now offer brands premium brand-safe opportunities in one of Australia's largest sports, through YouTube media, content sponsorships, display inventory and branded content opportunities." Andrew Mara, Supercars head of digital, says that a shift in content strategy has driven high demand from brands to partner with Supercars through content integration. "We've had high demand from brands wanting to position themselves around our highly engaged YouTube audience. The partnership with Popsta Media strengthens our commercial digital offering and creates new ways for brands to engage Supercars fans across our owned platforms."

RYM Magazine
Apr 10th, 2026
Sony Music and UMG unite in Japan with 'NINE BY NINE' festival venture.

Sony Music and UMG unite in Japan with 'NINE BY NINE' festival venture. The company's first festival is slated for 2027, though details around location, lineup and investment scale have yet to be disclosed. Musicbusinessworldwide.com In a rare show of alignment between two global rivals, Sony Music Entertainment and Universal Music Group have launched a joint venture in Japan aimed at scaling live music experiences across Asia. The new Tokyo-based company, NINE BY NINE Inc., was officially established on April 1 and will focus on producing music festivals while supporting the international expansion of Japanese artists. Headquartered in Shibuya, the venture will be led by Ichiro Tamaki of Universal Music Japan as President, alongside Sony Music's Hidehiko Otani as Vice President. The partnership stands out in an industry typically defined by competition, particularly in Japan, one of the world's largest and most tightly contested music markets. But both companies are betting on a shared opportunity: the accelerating global demand for Japanese music and culture. In a joint statement, Sony Music and UMG pointed to the rising international visibility of Japanese artists, fueled by anime, social media and increasing outbound touring activity. At the same time, inbound tourism tied to live music experiences has grown, creating new demand for large-scale events. By combining their global networks, infrastructure and market expertise, the two majors aim to create high-impact live events that connect regional audiences with Japanese talent, while also building pathways for those artists to break internationally. The company's first festival is slated for 2027, though details around location, lineup and investment scale have yet to be disclosed. The move reflects a broader shift in how major labels are approaching global growth. Rather than relying solely on recorded music and streaming, companies are increasingly investing in live experiences and cross-market collaborations to build cultural momentum.

Music Business Worldwide
Mar 31st, 2026
Universal Music bolsters Latin America leadership with three strategic appointments.

Universal Music bolsters Latin America leadership with three strategic appointments. March 31, 2026 Universal Music Group has made three senior leadership appointments across its Latin America and U.S. Latino operations, as the major looks to deepen cross-border collaboration and accelerate the global expansion of Latin repertoire. The moves, announced under the leadership of Jesús López, Chairman & CEO of Universal Music Latin America and Iberian Peninsula, take effect immediately. Universal said in a press release on Tuesday (March 31) that these moves "will strengthen the company's creative and operational alignment across Latin America, the Iberian Peninsula, and the U.S. Latino market, and further reinforce UMG's commitment to artist development, cross-border collaboration, and the global expansion of Latin repertoire". Alfredo Delgadillo has been promoted to CEO & President of Universal Music Latin Entertainment (UMLE), a role that gives him oversight of Universal Music Latino in the United States alongside his existing leadership of Universal Music Mexico and the Regional Mexican label Fono. He will remain based in Mexico City, reporting to López. Angel Kaminsky has been appointed President, A&R and Artist Relations for Universal Music Latin America and Iberian Peninsula. Based in Miami and also reporting to López, Kaminsky will lead the region's creative strategy and global artist development efforts. Daniel Luna has been named General Manager of Universal Music Latino, based in Miami and reporting to Delgadillo. Said López: "These appointments represent the next phase of our evolution as a unified, forward-thinking organization. Alfredo's expanded leadership strengthens our regional integration and cross-border label strategy; Angel's deep creative expertise ensures we continue to elevate artist development across all Latin markets; and Daniel's operational leadership will position us to accelerate growth in the U.S. Latino market." "These appointments represent the next phase of our evolution as a unified, forward-thinking organization." Jesus López Added López: "Latin music is shaping global culture, and our focus remains clear: empower our artists, foster creative excellence, and build seamless collaboration across all territories to drive sustainable, long-term global success." Delgadillo commented: "It is especially meaningful to begin this new chapter after many years working the Universal Music Latino roster: artists with a powerful presence in the market, from true legends to a new generation defining the future of music. "UMLE will continue to focus on strengthening collaboration between Mexico and the United States, further expanding Latin music and its culture around the world, and supporting our artists and labels to deepen their connection with fans while amplifying the global reach of their music and their message." "We are doubling down on artist development at the highest level to ensure our artists don't just participate in the global market, they define it." Angel Kaminsky Kaminsky added: "I'm deeply honored to take on this new role at such a transformative time for our company. Latin music continues to shape global culture, and our focus remains clear: to foster creative excellence and build seamless collaboration across all borders. "We are doubling down on artist development at the highest level to ensure our artists don't just participate in the global market, they define it." "I take on this role with a commitment to challenging traditional approaches and helping shape a more agile, forward-looking model." Daniel Luna Luna said: "I decided to join Universal Music Latino, because it's a team I've long respected and one whose vision strongly aligns with my own. I take on this role with a commitment to challenging traditional approaches and helping shape a more agile, forward-looking model. "As the industry continues to evolve at a fast pace, success will depend on combining clear, strategic direction with the ability to adapt in real time, delivering the speed, understanding and partnership that today's artists expect." Delgadillo brings nearly three decades of experience at UMG and has led Universal Music Mexico since its post-EMI acquisition restructuring, rising to CEO & President in 2024. He has played a central role in the international expansion of Mexican artists including Danna, Mon Laferte, Ed Maverick and Zoé, while driving local market success for global acts such as Luis Fonsi, Juanes and Feid. Kaminsky, a 34-year veteran of the Latin music industry, has been with UMG since 2010. He has been closely involved in the crossover success of major Latin artists including J Balvin, Karol G, Sebastián Yatra and Feid, and has spearheaded creative partnerships such as the collaboration with Art House Academy and Abbey Road Institute - an initiative that helped develop Latin Grammy Best New Artist winners Joaquina and Ela Taubert. Luna joins from his own independent venture, D Luna Music, and previously held roles at Warner Music Group, where he served as Senior Director of Mexican Music, overseeing strategy across Mexico and U.S. Latin markets.Music Business Worldwide

Stuff
Mar 31st, 2026
Taylor Swift faces legal fight over album name.

Taylor Swift faces legal fight over album name. Taylor Swift's latest album The Life of a Showgirl has sparked a lawsuit, with a performer claiming the pop star pushed ahead despite an existing brand. Writer and performer Maren Wade filed legal action Monday alleging trademark infringement, false designation and unfair competition against Swift and UMG Recordings, according to The Hollywood Reporter. Wade is seeking unspecified damages and a court order preventing Swift from continuing to use the album name. "A solo performer who spent twelve years building a brand shouldn't have to watch it disappear because someone bigger came along," Wade's lawyer Jaymie Parkinnen said in a statement to the media. Wade, who previously appeared on America's Got Talent, began writing a Las Vegas Weekly column in 2014 titled "Confessions of a Showgirl," based on her experiences in the entertainment industry. The brand later expanded into a podcast and live performance, with trademarks covering stage shows, theatrical productions and television. Swift released The Life of a Showgirl last year. "They did not do so quietly," the complaint states. "Within weeks, the designation was affixed to consumer goods, stamped onto labels, tags, and packaging, and deployed as a source identifier across retail channels, all directed at the same audience Plaintiff had spent years cultivating." When Swift applied to register The Life of a Showgirl, the American Patent and Trademark Office raised concerns the title was confusingly similar to Wade's mark, noting both names share the phrase "of a Showgirl" and relate to musical and theatrical entertainment, according to The Hollywood Reporter. Wade alleges Swift ignored her trademark, arguing the overlap has damaged her brand, with some consumers believing she copied the singer. "The continued erosion of that mark threatens the entirety of" Wade's brand, the complaint states. Paid Content

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