Senior Manager, eCommerce Customer Service

Sr. Manager, eCommerce Fan Services

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 collaborationboth within Famehouse 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.

Famehouse is seeking a Sr. Manager, eCommerce Fan Services. This person will be responsible for ensuring the effective day-to-day execution of customer service operations while acting as a key liaison between client/artist teams, internal teams, vendors, and international partners. This role focuses on operational excellence, clear communication, and delivering a consistent, high-quality customer experience.

How You'll CREATE:

• Ticket Handling & Operations

  • Ensure customer inquiries are handled accurately and within established service-level expectations.

  • Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods.

  • Drive consistent adoption of customer service policies across agent teams.

  • Communicate policy updates and operational changes clearly and efficiently to agents.

• Stakeholder Communication and Management

  • Lead weekly check-ins with key stakeholders to review customer service performance and trends.

  • Partner with client management to review and create polices and customer communication as needed

• International Coordination

  • Collaborate with international customer service teams to resolve escalated issues and align on policies.

  • Support a globally consistent and cohesive customer experience across regions.

• Reporting & Insights

  • Compile and distribute weekly customer service performance and status reports to stakeholders.

  • Proactively share customer insights, recurring issues, and operational risks to inform decision-making.

  • Support the development of customer service presentations and ad hoc reporting as needed.

Bring Your VIBE:

• Strong verbal and written communication skills.

• 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.

• Bachelors Degree in business or related field preferred

• 3+ years management experience

• 5+ years customer service experience

• As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren't just valuesthey'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 non-exempt employees

• 2-weeks paid Winter Break

• 10 Company Holidays (including Juneteenth and Wellbeing Day)

• Summer Fridays (between Memorial Day and Labor Day)

• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category: Customer Service

Salary Range: $79,190 - $95,000

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.