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Director, Global Client Services
Universal Music Group
Woodland Hills, CA, United States
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Description
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.
We are currently seeking a Director of Global Client Services to join our Royalties team. The Director of Global Client services will be the overall owner of a global, enterprise wide and Multi-brand instance. In addition, the Director will be responsible for recommending, vetting and building out any new requests within Zendesk to meet evolving needs including, but not limited to SLAs, Business Rules (automations, macros, etc.), Apps.
Job Functions:
• The business lead partnering with Zendesk, third party service providers, existing pool of Zendesk Administrators and UMG IT, to migrate a current hub & spoke configuration to an enterprise wide Multi-brand instance in the near term
• Provide thought leadership on development and implementation of innovations and new capabilities to meet global stakeholder needs long term
• Document workflows and needs for all new business adopters (i.e.: brands) and refine Zendesk process flows to ensure overall efficiency
• Set up and manage Quality Assurance capability
• Quickly identify and troubleshoot any software performance issues and demonstrate an ability to drive successful resolutions
• Develop reporting capabilities, metrics and executive dashboards (including Zendesk and other data analytics and visualization tools)
• Implementation of feedback loops for best quality data, compliance & QA
Job Requirements:
Skills/Abilities:
• Proven project management and multitasking skills adept to a fast-paced and global environment
• First class communication skills ensuring effective conveyance of information and execution of duties in a cross-functional setting
• Strong Excel and data modeling skills desired
• Familiarity with JavaScript; additional programming languages desired
• Working knowledge of Developer tools including at a minimum: Zendesk SDK or Google Fabric dev kit and REST-based APIs
Experience:
• Love of music is a must
• Work experience and knowledge of the music industry highly desired
• Experience with A/B and more complex communication testing preferred
• Minimum 3 years Zendesk advanced administration experience (Multi-brand experience and Zendesk Certification highly desirable)
• Minimum 5 years of successful CRM experience
Education:
• Requires a Bachelor’s degree or equivalent
Universal Music Group is an Equal Opportunity Employer.
Disclaimer
This job description only provides an overview of job responsibilities that are subject to change.