Director, eCommerce Site 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.

Famehouse, a division of Universal Music Group, is the preeminent leader in D2C solutions in music. We define & deliver 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.

How we LEAD:

Our success & culture is fueled by collaboration—both 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.

How you’ll CREATE:

• Serve as the subject matter expert on the systems, tools, and processes that drive end-to-end eCommerce operations, ensuring seamless store management and alignment across teams:
• Systems & Tools: Shopify Plus, third party integrations, order management system
• Processes: Store & product setup, inventory visibility
• Lead internal and external partners through various day-to-day site operations:
• Act as the primary point of contact for functional leads, ensuring clear communication and accountability
• Service as the Shopify Enterprise Business Lead
• Oversee vendor relationships and ensure effective partnership management
• Provide oversight on chart reporting operations to ensure compliance, accuracy of reporting, and alignment across teams.
• Drive department strategy and continuous improvement to strengthen store management operations
• Shape the roadmap to advance innovation and capabilities
• Lead special projects and UAT
• Design and implement solutions for department-led initiatives
• Own process refinement, efficiency improvements, and documentation standards
• Partner with Compliance and Internal Audit teams to understand requirements, serve as control owners, and ensure the department meets all standards
• Oversee and approve platform administration activities to safeguard accuracy and compliance
• Manage team capacity planning and resource allocation to balance workload and priorities
• Train, mentor, and develop store management team members at all levels to build skills and support career growth.
• Serve as the escalation point for critical issues, ensuring timely resolution and clear communication with stakeholders.

Bring your VIBE:

• At least 5-7+ years working in e-commerce, music industry experience preferred
• Strong track record of managing a team
• Expert understanding of eCommerce
• Natural ability to collaborate, serve, and balance the needs of cross-functional leaders, labels, and artists
• Must be available to work nights, weekends, and holidays as needed, especially during priority releases, including regular midnight launches timed with music releases.
• Creative approach to problem solving.
• Extremely organized and comfortable streamlining many moving parts.
• Comfortable juggling multiple high-priority projects simultaneously.
• Trustworthy with sensitive information
• Strong attention to detail and organization
• Ability to stay calm and collected under pressure, and to be accountable for meeting deadlines.
• Flexible and able to adapt to changing client needs in a fast-paced environment.
• Strong critical thinking skills and an ability to make informed decisions based on data.
• Experience with Shopify required
• Experience with Monday.com is a major plus.
• Proficiency in Keynote, Microsoft Office (particularly PowerPoint, Excel) and Mac OS.
• Bachelor’s degree in a related field.

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 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.

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:

eCommerce

Salary Range:

$34,500- $212,369

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.