Assistant Manager, eCommerce Operations

Universal Music•Philadelphia, PA

17h

About The Position

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.

Requirements

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, Monday.com, 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

Nice To Haves

Preferred Bachelor’s degree in Business, Supply Chain, or a related field

Responsibilities

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

Benefits

Comprehensive medical, dental, and vision coverage
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
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