Manager, D2C Operations

We are UMG the Universal Music Group. We are the worlds leading music 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 industrys best-in-class service to connect artists with their fans. Established & headquartered in Philly Famehouse powers eCommerce for UMGs 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 artists owned business including strategy creative storefront merchandising fulfillment customer service technology and more.

How Youll 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. Youll 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 artists 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.
• Proficiency in MicrosoftOffice; Strong Excel skills are required.
• 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.
• Bachelors degree in Business Marketing Communications or a related field preferred.

Perks Playlist:

Join an entrepreneurial global organization where authenticity boldness creativity connection drive and insight arent just valuestheyre how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical dental and vision coverage

• Including 100% coverage for out-patient in-network mental health services

• Fertility coverage for eligible medical plan participants

• Wellbeing reimbursements for fitness classes spa treatments meal services travel and so much more (up to $720/year)

• Student Loan Repayment Assistance and Tuition Reimbursement

• 401(k) with 100% immediate vesting on the first 5% of your contributions plus an additional UMG contribution

A 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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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.