Senior Director, Team Operations

Universal Music Group•Philadelphia, PA

About The Position

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. Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more. How we LEAD: Merchandise and commerce are a part of the fabric of music culture. For artists, it’s a way to develop and further articulate their brand. For fans, it’s another pathway to connecting with an artist and the culture they represent. The Senior Director, Team Operations plays a key role in enabling how Famehouse operates day to day and scales over time. This role partners closely with department leaders to improve workflows, team alignment, and operational effectiveness, translating strategic priorities into clear processes and systems. Reporting into the VP of Team Operations, the Senior Director focuses on designing, implementing, and evolving operational practices that support cross-functional collaboration and execution. This role is hands-on — directly leading initiatives, facilitating change, and ensuring teams have the tools, structures, and clarity needed to perform at a high level. How you'll CREATE: End-to-End Process Design Lead cross-functional initiatives to design, document, and improve core business processes. Analyze existing workflows to identify inefficiencies, gaps, and opportunities for improvement. Develop scalable process frameworks and documentation that promote clarity and consistency. Change Management & Enablement Support the rollout of new processes, tools, and ways of working across teams. Partner with leaders to ensure changes are clearly communicated and effectively adopted. Act as a facilitator between teams to drive alignment during periods of change. Team Structure & Organizational Support Partner with department leaders to assess team responsibilities, workflows, and cross-functional touchpoints. Recommend adjustments that improve efficiency, accountability, and collaboration. Support implementation planning, communications, and follow-up related to organizational changes. Systems, Tools & Workflow Optimization Evaluate how teams use operational tools (e.g., project management, communication, and data platforms). Identify friction between process and technology, and partner with IT or Product teams to improve adoption and usage. Create playbooks and best practices to support consistent tool usage. Operational Effectiveness & Continuous Improvement Implement lightweight frameworks to support continuous improvement across teams. Use data, feedback, and observation to identify operational challenges and drive solutions. Track and share key operational indicators related to efficiency, alignment, and execution. Bring your VIBE: 5–10 years of experience in business operations, process improvement, or organizational effectiveness. Demonstrated success leading cross-functional initiatives and driving operational change. Strong understanding of process design, systems thinking, and workflow optimization. Experience supporting change management efforts and enabling adoption across teams. Excellent communication, facilitation, and relationship-building skills. Ability to balance strategic thinking with hands-on execution in a fast-paced environment. Experience in entertainment, music, fashion, retail, or eCommerce is a plus. Perks Playlist: Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re 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. For more information, please click on the following links. E-Verify Participation Poster: English / Spanish E-Verify Right to Work Poster: English | Spanish Job Category: eCommerce Salary Range: $135,400- $275,523 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. We are Universal Music Group, the world’s leading music company. We are the home for music’s greatest artists, innovators and entrepreneurs.

Requirements

5–10 years of experience in business operations, process improvement, or organizational effectiveness.
Demonstrated success leading cross-functional initiatives and driving operational change.
Strong understanding of process design, systems thinking, and workflow optimization.
Experience supporting change management efforts and enabling adoption across teams.
Excellent communication, facilitation, and relationship-building skills.
Ability to balance strategic thinking with hands-on execution in a fast-paced environment.

Nice To Haves

Experience in entertainment, music, fashion, retail, or eCommerce is a plus.

Responsibilities

End-to-End Process Design Lead cross-functional initiatives to design, document, and improve core business processes.
Analyze existing workflows to identify inefficiencies, gaps, and opportunities for improvement.
Develop scalable process frameworks and documentation that promote clarity and consistency.
Change Management & Enablement Support the rollout of new processes, tools, and ways of working across teams.
Partner with leaders to ensure changes are clearly communicated and effectively adopted.
Act as a facilitator between teams to drive alignment during periods of change.
Team Structure & Organizational Support Partner with department leaders to assess team responsibilities, workflows, and cross-functional touchpoints.
Recommend adjustments that improve efficiency, accountability, and collaboration.
Support implementation planning, communications, and follow-up related to organizational changes.
Systems, Tools & Workflow Optimization Evaluate how teams use operational tools (e.g., project management, communication, and data platforms).
Identify friction between process and technology, and partner with IT or Product teams to improve adoption and usage.
Create playbooks and best practices to support consistent tool usage.
Operational Effectiveness & Continuous Improvement Implement lightweight frameworks to support continuous improvement across teams.
Use data, feedback, and observation to identify operational challenges and drive solutions.
Track and share key operational indicators related to efficiency, alignment, and execution.

Benefits

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