Full-Time

Vice President

Customer Services

Confirmed live in the last 24 hours

SoundExchange

SoundExchange

201-500 employees

Manages royalties for music creators

Data & Analytics

Senior

Washington, DC, USA

Required Skills
Communications
Salesforce
Customer Service
Requirements
  • 15 years of progressive Customer Service Experience
  • 10 years of experience managing and leading a Call Center/Customer Services team
  • Computer skills: Microsoft Office Products, Slack, Lucid Chart, Salesforce and/or CRM database experience
  • Experience navigating very complex, high-visibility customer/client issues
  • Knowledge of music industry, including relationships, understanding of client needs, and key players is required
  • Excellent leadership, communication (written and verbal), conflict resolution and analytical skills
  • Detail-oriented, able to work independently and report progress under tight deadlines
  • Ability to multi-task and manage multiple high priority projects simultaneously
  • Experience leading, training and motivating a team and being responsible for its work product
  • Product Management or Business Ownership experience a plus
  • Proficiency working with large data sets a plus
  • BA or BS degree or applicable experience
Responsibilities
  • Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service
  • Identify and achieve short- and long-term department OKRs and other goals
  • Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team
  • Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery
  • Identify customer pain points and opportunities to improve the overall customer experience
  • Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction
  • Leverage customer data and analytics to identify trends, insights, and opportunities for improvement
  • Implement data and analytics measurements to drive performance and improvement across the team
  • Champion a customer-centric mindset throughout the organization by promoting a culture of empathy, accountability, and responsiveness
  • Collaborate with internal stakeholders such as Technology and Finance to ensure a seamless and consistent customer experience across all departments
  • Establish and maintain strong relationships with key customers and stakeholders
  • Act as business owner of product(s) and/or initiatives, serve as a subject matter expert and communicate key requirements and business needs to key stakeholders
  • Provide excellent written and verbal communication to escalated customers, key industry contacts, and internal stakeholders; ensure team is doing the same
  • Handle customer inquiries and concerns with clear and professional oral and written skills

SoundExchange is a premier music tech organization that develops technology solutions aimed at making the music industry fairer and more efficient. As a leader in advancing the rights of music creators, this company is crucial in ensuring fair compensation through the collection and distribution of digital performance royalties. Working here not only allows you to engage with cutting-edge technology but also to significantly impact over 650,000 music creators globally, fostering a culture of fairness and creativity in the digital age.

Company Stage

N/A

Total Funding

N/A

Headquarters

Washington, District of Columbia

Founded

2003

Growth & Insights
Headcount

6 month growth

0%

1 year growth

5%

2 year growth

9%