Assistant Manager, eCommerce 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.

How we LEAD:

Universal Music Group is seeking an Asst. Manager E-Commerce Operations to work across our clients stores to ensure best-in-class eCommerce services are executed for our clients. You will have the opportunity to work with some of the most successful artists and entertainment companies in the world and to work with emerging digital music and entertainment technologies. You will have opportunities to submit ideas and processes for the company to utilize in the future.

The Asst. Manager E-Commerce Operations handles ongoing tasks and projects working with multiple departments daily. They maintain proper communication channels oversee 100 stores and monitor various platforms to ensure a quality Customer experience through the order life cycle.

How youll CREATE:

Oversee successful order management and monitor various platforms to ensure data is consistent across various systems

Utilize 3PL warehouse management systems to track order fulfilment and resolve potential errors prior to shipment

Track unfulfilled or backordered product to provide resolutions for Fulfillment and Customer Service teams assisting with Customer Service efficiency and resolution

Ensuring that 3rd Party Vendor orders are flowing and shipping out successfully

Oversee fulfillment of digital orders confirming that digital downloads are marked as fulfilled once released

Manual recon reporting and resolution unfulfilled orders that have been flagged in the OMS due to shipping address errors carrier issues stock issues and customer service issues

Assist Customer Service in a timely manner through one-off questions ticket escalations and training documents.

Interact with various vendors and warehouses regarding product fulfillment

Restore and create orders within the order management system and store backend

Processing and reporting incoming returns and arranging resolutions with clients and warehouses

Provide quality assurance and catch any errors that extend beyond the reach of Customer Service

Constantly collaborate and communicate across various eCommerce teams to assist in projects and flag issues with Customer Service Store Management and overall Operations teams

Contribute in regular meetings to communicate project statuses and identify any potential bottlenecks

Bring your VIBE:

Preferred Bachelors degree in Business Supply Chain or a related field

Supply Chain eCommerce or Software Quality Assurance experience

Customer Service experience preferably in retail or eCommerce environment

A self-starter who is keen to identify opportunities for operational improvement and process documentation

Experience with workflow software (Microsoft Office Google Sheets etc)

Knowledge of Shopify

Excellent verbal and written communication skills with the ability to adjust as needed

Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines

Extremely detail-oriented and highly organized

Easily adjusts to shifting priorities

Trustworthy with sensitive information

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

We are an E-Verify employer in Alabama Arizona Georgia Mississippi North Carolina South Carolina Tennessee and Utah.

Please note UMG is not enrolled in E-Verify in California and New York and cannot support employment of candidates whose employer must enroll in E-Verify for example candidates on STEM-OPT.

For more information please click on the following links.

E-Verify Participation Poster:English / Spanish

E-Verify Right to Work Poster:EnglishSpanish

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.