VP, Customer Satisfaction and Supply Chain - D2C

Sony Music Global Job Board • New York, NY

2d

About The Position

The Vice President, Customer Satisfaction & Supply Chain is the senior operational leader responsible for the end-to-end delivery of Sony Music’s global direct-to-consumer business.
This role oversees the full operational execution of Sony Music D2C across supply chain, fulfillment, logistics, and customer service, ensuring that strategy translates into reliable, scalable, and fan-first execution across all labels, territories, and artist campaigns.
The SVP will design and lead the global D2C supply chain infrastructure supporting Sony Music’s ecommerce platform, including manufacturing partners, warehouses, fulfillment operations, and global logistics. In parallel, the role owns the global customer satisfaction function, ensuring best-in-class service standards and a seamless consumer experience from purchase to delivery.
Working closely with Commercial Strategy, Store Experience, Marketing, and Technology teams, the SVP ensures operational readiness for major artist launches, manages performance across global supply chain partners, and drives continuous improvement across the entire D2C delivery ecosystem.

Requirements

• 15–20 years of senior operational leadership experience in ecommerce, direct-to-consumer businesses, supply chain management, or global consumer product operations.
• Proven track record designing and operating complex global supply chain and logistics networks.
• Deep expertise in fulfillment operations, vendor management, inventory planning, and operational performance management.
• Experience leading customer service organizations and delivering best-in-class consumer experiences at scale.
• Strong data-driven mindset with the ability to manage performance through operational KPIs.
• Exceptional leadership and stakeholder management skills within large, matrixed organizations, as well as creative clients.

Responsibilities

• Own and operate the global operational infrastructure supporting Sony Music’s direct-to-consumer business, including supply chain, fulfillment, logistics, and customer service.
• Lead the global D2C supply chain strategy across vendor management, warehousing, and fulfillment partners.
• Design and oversee a scalable regional hub network enabling faster delivery, local shipping rates, and chart-eligible fulfillment across key markets.
• Oversee inventory management, product allocation, and global stock visibility across regions, ensuring efficient product flow and minimal stockouts
• Establish and manage operational KPIs including on-time delivery, order accuracy, fulfillment efficiency, and customer satisfaction.
• Lead the global customer service organization, including internal teams and external vendors, ensuring consistent service standards and response times across all markets.
• Implement customer support tools and technologies including AI-enabled support, automated workflows, and self-service capabilities.
• Ensure operational readiness for global artist campaigns, product launches, and high-volume sales periods.
• Act as the senior escalation point for operational incidents, supply chain disruptions, or fulfillment challenges.
• Partner with internal teams across marketing, store operations, and product development to ensure operational alignment throughout campaign planning and execution.
• Drive continuous improvement initiatives across processes, systems, and operational partners to achieve best-in-class ecommerce performance.
• Serve as a core member of the Sony Music D2C leadership team, contributing to organizational design, operational strategy, and global expansion of the business.

Benefits

• You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day
• A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
• Investment in your professional growth and development enabling you to thrive in our vibrant community.
• The space to accelerate progress, positively disrupt, and create what happens next
• Time off for a winter recess

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees