Assistant Manager, eCommerce Operations

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 Asst. Manager, E-Commerce 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 Asst. Manager, E-Commerce Operations handles ongoing tasks and projects working with multiple departments daily. They maintain proper communication channels, oversee ~100 stores, and monitor various platforms to ensure a quality Customer experience through the order life cycle.

How you’ll CREATE:

• Oversee successful order management and monitor various platforms to ensure data is consistent across various systems

• Utilize 3PL warehouse management systems to track order fulfilment and resolve potential errors prior to shipment

• Track unfulfilled or backordered product to provide resolutions for Fulfillment and Customer Service teams, assisting with Customer Service efficiency and resolution

• Ensuring that 3rd Party Vendor orders are flowing and shipping out successfully

• Oversee fulfillment of digital orders, confirming that digital downloads are marked as fulfilled once released

• Manual recon, reporting and resolution unfulfilled orders that have been flagged in the OMS due to shipping address errors, carrier issues, stock issues, and customer service issues

• Assist Customer Service in a timely manner through one-off questions, ticket escalations, and training documents.

• Interact with various vendors and warehouses regarding product fulfillment

• Restore and create orders within the order management system and store backend

• Processing and reporting incoming returns and arranging resolutions with clients and warehouses

• Provide quality assurance and catch any errors that extend beyond the reach of Customer Service

• Constantly collaborate and communicate across various eCommerce teams to assist in projects and flag issues with Customer Service, Store Management, and overall Operations teams

• Contribute in regular meetings to communicate project statuses and identify any potential bottlenecks

Bring your VIBE:

• Preferred Bachelor’s degree in Business, Supply Chain, or a related field

• Supply Chain, eCommerce or Software Quality Assurance experience

• Customer Service experience, preferably in retail or eCommerce environment

• A self-starter who is keen to identify opportunities for operational improvement and process documentation

• Experience with workflow software (Microsoft Office, Google Sheets, Monday.com, etc)

• Knowledge of Shopify

• 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

• Extremely detail-oriented and highly organized

• Easily adjusts to shifting priorities

• Trustworthy with sensitive information

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage

• Including 100% coverage for out-patient in-network mental health services

• Fertility coverage for eligible medical plan participants

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

• Student Loan Repayment Assistance and Tuition Reimbursement

• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees

• 3-weeks PTO for no