Senior Manager, Label Support at Universal Music Group

Beverly Hills, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Music, EntertainmentIndustries

Requirements

5+ years in a customer-facing support or operations role, ideally within digital music distribution or a related industry
Deep working knowledge of customer support systems such as Zendesk or Intercom, including advanced configuration and administration
Demonstrated experience guiding and mentoring peers or distributed teams in a high-volume support environment
Proven ability to identify systemic issues, propose improvements, and execute tactical process enhancements
Strong organizational skills and attention to detail, with the ability to balance operational work and process oversight
Excellent written and verbal communication skills, including experience creating technical documentation and training materials
Experience with collaboration tools such as Confluence, JIRA, Monday.com, Airtable, and Slack
Familiarity with digital music services, metadata workflows, and industry best practices strongly preferred

Responsibilities

Serve as the primary escalation point for complex or sensitive support inquiries, taking a hands-on, solutions-focused approach
Provide guidance and mentorship to the global frontline support team, fostering consistency, quality, and resourcefulness
Maintain partial hands-on coverage to stay close to day-to-day operations and ensure alignment with real-world user needs
Identify patterns and recurring issues to inform process refinements, knowledge base updates, and system optimizations
Partner with the VP, Support to translate strategic initiatives into concrete processes, policies, and standards
Administer and optimize support tools (e.g., Zendesk, Intercom), including configurations, workflows, automations, triggers, integrations, and reporting
Help drive the knowledge management process, ensuring the capture, accuracy, and accessibility of internal and external documentation
Collaborate with internal stakeholders to relay distilled feedback on bugs, feature requests, and platform improvements
Contribute to the development of training materials and onboarding resources that reinforce consistency and efficiency
Assist with support quality control and subject-matter authority on support operations, ensuring adherence to SLAs, policies, and service standards

Skills

Zendesk

Intercom

support tools

workflows

automations

triggers

integrations

reporting

knowledge management

process improvement

operations

escalation handling

mentorship

Universal Music Group

Global music recording, publishing, and distribution

About Universal Music Group

Universal Music Group (UMG) operates as a major player in the global music industry, engaging in recording, publishing, and distribution across over 60 countries. The company works with a wide range of clients, from famous artists like Elton John and Taylor Swift to new and independent musicians. UMG's operations include selling physical and digital music, streaming services, licensing music for various media, and organizing live performances. The company signs artists to contracts, produces their music, and manages their publishing rights, while also offering marketing and promotional services to help artists expand their reach. UMG generates revenue through multiple channels, including music sales, streaming subscriptions, licensing fees, live performances, and merchandise. This diverse approach allows UMG to maintain its leadership position in the music market by providing comprehensive support to artists and capitalizing on various revenue opportunities.

Santa Monica, CaliforniaHeadquarters

1934Year Founded

$3,890.9MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Salary

401k

Flexible PTO

Medical, dental, visiion insurance

Student Loan Repayment Assistance & Tuition Reimbursement

Well-Being Allowance

Risks

Legal battle with Drake over 'pay-for-play' could harm UMG's reputation.

Downtown Music acquisition may face regulatory scrutiny, delaying expansion plans.

AI partnership with Amazon may not fully address evolving AI content challenges.

Differentiation

UMG leads the music industry with a diverse global presence in 60+ countries.

UMG's artist-centric streaming model enhances engagement and revenue for musicians.

UMG's strategic partnerships, like with Amazon, bolster innovation and content protection.

Upsides

UMG's acquisition of Downtown Music boosts its independent music sector presence.

Partnership with KLAY Vision positions UMG as a leader in AI-driven music innovation.

Collaboration with WPP enhances UMG's marketing capabilities and global reach.

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