Director, Quality and Training

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 Director, Quality and Training to join the Fan Services Department. This leader will oversee the quality assurance program, ensuring representatives are providing top notch service to our fans. They will also oversee the training and development program, working to build a comprehensive training calendar and documentation database.

How you’ll CREATE:

• Service Quality Assurance
• Oversee day to day operations of the quality audit program, ensuring alignment to daily goals and performance expectations of both auditors and Fan Services representatives
• Partner with Quality Performance Manager to develop and manage the overall quality strategy, enhancing the analysis scorecard to ensure proper and fair scoring for Fan Services representatives
• Act as the primary point of escalation for quality-related issues and ensure timely resolution
• Monitor Fan Services representative performance to identify trends, risks, and opportunities for improvement, ensuring BPO vendors deliver high-quality, fan-first support
• Partner with vendors to optimize workflows and enhance service delivery in line with evolving business needs
• Training and Development
• Own the Fan Services training roadmap to build a plan for consistent learning and knowledge sharing across Fan Services workstreams
• Oversee the rollout, adoption and ongoing optimization of training documentation in order to provide Fan Services representatives with the appropriate knowledge and guidance to provide world class support
• Use Fan Services data to guide upskilling and development strategies for representatives and influence long-term goal and support planning
• Partner with Director, Vendor Management to ensure BPO partners meet performance expectations and contribute to a scalable, secure, and future-ready support ecosystem
• Team Leadership
• Lead and develop a team supporting quality, training and development by providing strategic direction, mentorship, and fostering growth, alignment and accountability
• Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization
• Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business

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; Microsoft Office, Internet search skills.
• 5+ years vendor management experience
• 7+ years customer support experience
• As support runs 7 days a week, please note that weekend and off hours coverage will 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

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