Universal Music Group
Senior Manager, Label Support - Beverly Hills, 90210, United States of America
How we LEAD:
As Senior Manager, Support, you serve report to the VP Support and act as the senior escalation and operations lead within our global support function, bridging day to day service delivery with process and policy improvement. You’ll act as a trusted expert and mentor to the frontline team, guiding best practices, resolving complex issues, and ensuring that insights from the support experience drive continuous improvement across tools, workflows, and documentation.
How you’ll CREATE:
- 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 (eg: 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.
Bring your VIBE:
- 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.