Manager, D2C Operations

As Manager, D2C Operations at Famehouse, a division of Universal Music Group, you will be instrumental in executing eCommerce campaigns and managing storefront operations for artists and labels. This role involves cross-functional collaboration with various teams to ensure timely site launches, accurate product listings, and a high-quality fan experience. The ideal candidate is detail-oriented, solution-driven, technically fluent, and proactive, committed to supporting artist visions and enhancing fan engagement in a fast-paced environment.

Must Have

• Oversee day-to-day operations for a portfolio of high-priority artist stores.
• Build transparent and open communication channels across teams.
• Own the end-to-end setup and launch of products and campaigns.
• Manage all product details, including titles, descriptions, UPCs, images, pricing, metadata, and promotions.
• Ensure all content is accurate, compliant, and aligned with brand, legal, and creative standards.
• Implement front-end merchandising, taxonomy, and navigation updates.
• Partner with Order Management and Fulfillment to monitor and manage inventory.
• Ensure inventory accuracy across systems to maintain reliable stock levels.
• Closely track stock levels to identify potential sell-outs and flag risks.
• Work cross-functionally to secure and publish replenishment inventory.
• Lead weekly reprocessing efforts to reconcile and update inventory data.
• Serve as a point of contact for day-to-day operational questions and updates.
• Support the Senior Manager and Campaign Manager in coordinating site launch activities.
• Assist in the client approval process for launches.
• Maintain flexibility and responsiveness to client and artist needs during major launches.
• Collaborate with product, tech, and business teams to identify opportunities to improve workflows.
• Lead hands-on user acceptance testing (UAT) as the primary tester.
• Manage and support special initiatives and process improvement projects.

Good to Have

• Assist with basic theme edits and site updates, applying foundational HTML and CSS knowledge.
• Manage delivery of approved assets and theme builds for international markets.
• Assist with chart reporting operations to maintain compliance and accuracy.
• Support reporting and documentation of campaign results, site performance, and other KPIs.
• Bachelor’s degree in Business, Marketing, Communications, or a related field.

Perks & Benefits

• Comprehensive medical, dental, vision, and FSA options
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel (up to $720/year)
• A lifetime fertility support allowance of $30,000
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution
• 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

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. 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:

As Manager, D2C Operations, you will play a critical role in the execution of eCommerce campaigns and storefront operations for our artist and label partners. You’ll work cross-functionally with account management, creative, production, technology, fulfillment, fans services and artist teams to ensure sites launch on time, products are live and accurate, and every fan experience meets the highest standards.

The ideal candidate is detail-oriented, solution-driven, and thrives in a fast-paced environment where priorities shift quickly. You bring strong technical fluency, a proactive mindset, and pride in delivering work that supports both the artist’s vision and the fan experience.

Client & Stakeholder Management

• Serve as a point of contact for day-to-day operational questions and updates, providing clear and timely communication to internal and external stakeholders.
• Support the Senior Manager and Campaign Manager in coordinating site launch activities and ensuring client expectations are met.
• Assist in the client approval process for launches, coordinating with artist teams and their Legal representatives to ensure all required reviews and sign-offs are completed prior to site or campaign go-live.
• Maintain flexibility and responsiveness to client and artist needs during major launches, including availability for key moments that may occur outside standard business hours.

Operational Execution

• Oversee day-to-day operations for a portfolio of high-priority artist stores, ensuring accuracy, timeliness, and seamless cross-functional execution.
• Build transparent and open communication channels across teams to drive collaboration and trust.
• Own the end-to-end setup and launch of products and campaigns
• Manage all product details, including titles, descriptions, UPCs, images, pricing, metadata, and promotions or discounts.
• Ensure all content is accurate, compliant, and aligned with brand, legal, and creative standards across storefronts.
• Implement front-end merchandising, taxonomy, and navigation updates as directed by the artist and internal teams ensuring accurate execution that enhances discoverability, conversion, and user experience.
• Partner with Order Management and Fulfillment to monitor and manage inventory:
• Ensure inventory accuracy across systems to maintain reliable stock levels and prevent discrepancies between storefront and warehouse data.
• Closely track stock levels to identify potential sell-outs, proactively flag risks, and communicate updates to key stakeholders.
• Work cross-functionally to secure and publish replenishment inventory in a timely manner
• Lead weekly reprocessing efforts to reconcile and update inventory data, ensuring storefront and warehouse systems remain accurate and aligned.
• Assist with basic theme edits and site updates, applying foundational HTML and CSS knowledge to support layout refinements and minor content or design changes.
• Manage delivery of approved assets and theme builds for international markets, packaging and handing off finalized materials to territories for implementation.
• Assist with chart reporting operations to maintain compliance and accuracy across all reporting activities
• Support reporting and documentation of campaign results, site performance, and other KPIs.

Tech & Innovation

• Collaborate with product, tech, and business teams to identify opportunities to improve workflows, site performance, and customer experience.
• Lead hands-on user acceptance testing (UAT) as the primary tester, validating functionality, identifying issues, and ensuring all features are launch-ready.
• Manage and support special initiatives and process improvement projects that enhance operational efficiency and business performance.

Bring Your VIBE:

• 3 - 5 years of experience in eCommerce operations or digital retail, ideally within music, entertainment, or lifestyle industries.
• Hands-on experience managing storefront operations on Shopify Plus.
• Working knowledge of HTML and CSS with the ability to make front-end updates and troubleshoot issues
• Strong project coordination, organizational, and multitasking skills with keen attention to detail.
• Proven ability to manage multiple stakeholders and priorities under tight deadlines.
• Analytical mindset, with comfort interpreting performance data and identifying actionable insights.
• Collaborative and proactive communicator who thrives in cross-functional team environments.
• Comfortable working in a fast-moving, high-volume environment with shifting priorities and tight launch timelines.
• Flexibility to work non-traditional hours (nights, weekends, holidays) for major launches.
• Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.

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

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.

Job Category:

eCommerce