Senior Manager, Quality Performance

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.
 

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD: 

At Famehouse, fans are at the forefront of our business.  They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them.   That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking an enthusiastic, detail-oriented Sr. Quality Manager, eCommerce Fan Services to oversee the daily quality operations supporting our

Fan Services team. This person will report to the Director of Quality and Training and partner with Training and Development to ensure a consistent level of quality customer interactions.

How you’ll CREATE:

• Oversee team performance by consistently reviewing key metrics and KPIs as outlined by the business and providing feedback and continued coaching
• Update and improve quality analysis scorecard to ensure consistent and fair scoring or Customer Service representatives
• Develop and maintain metrics and reporting to analyze the impact of overall quality to the customer experience
• Review quality assessments of customer interactions and identify performance issues; partner with the relevant stakeholders to establish improvement benchmarks and monito progress on the corrective action plan
• Partner with Training and Documentation Manager to develop training calendars based on results of quality analysis findings
• Work with Fan Services leadership to analyze and optimize Customer Service workflows and processes
• Help to identify and delegate department projects as needed
• Work with customers on sensitive, escalated issues to ensure the customer is satisfied while still upholding general department policies
• Provide general oversight of department projects and policy updates as needed

Bring your VIBE:

• Strong communication skills, both verbal and written.
• 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 Suite (specifically Excel), Internet search skills.
• Bachelors Degree in business or related field preferred
• Zendesk experience required
• 2+ years management experience
• 5+ years customer service experience
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit

• Comprehensive medical, dental, vision, and FSA options, as well as:

  • 100% coverage for out-patient mental health services

  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

  • A lifetime fertility support allowance of $30,000 to plan participants

  • Student Loan Repayment Assistance and Tuition Reimbursement

  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:

  • Flexible Paid Time Off (PTO) for exem