Senior Manager, Vendor Management

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 a Sr. Manager, Vendor Management to oversee the Customer Service operations provided by our BPO partners. This person will provide support to the Director, Vendor and Technology Management.

How you’ll CREATE:

• Manage day to day operations of vendor support.
• Maintain database of vendor training and skill sets to ensure exceptional coverage across all business needs
• Collaborate with vendors to ensure alignment with the organization’s strategies, policies, processes and procedures.
• Act as the primary point of contact for vendor-related issues and escalations, ensuring items are resolved in a timely manner.
• Review and report on daily operational metrics inclusive of daily workload and staffing levels, trends and previous day performance
• Oversee vendor performance, proactively detecting actual and potential risks and trends.
• Review and analyze vendor metrics, holding vendors accountable to agreed-upon contractual service levels and obligations.
• Partner with Quality lead to present analysis, reporting and corrective actions needed on vendor performance gaps.
• Communicate with both internal and external partners to implement solutions to ensure and maintain consistently high standards with customer communications
• Ensure vendor(s) meet security requirements and maintain business continuity plans.
• Other duties as assigned.

Bring your VIBE:

• Results driven offshore vendor management experience including but not limited:
  • KPI monitoring and analysis
  • Hiring and training
  • Performance management
  • Process enhancement
  • End to end issue resolution
  • Objective development for day-to-day operations
  • Resource planning
• Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team
• Experience managing and working with remote and international teams.
• Strong communication skills, both verbal and written.
• 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: Proficient in Microsoft Office, internet research, and project management tools such as Monday.com
• 3+ years vendor management experience
• 5+ years customer support 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 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

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Job Category:

Salary Range:

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.