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.
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.
Perks Playlist
- Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
- Comprehensive medical, dental, vision, and FSA options, as well as:
- 100% coverage for out-patient mental health services
- Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
- A lifetime fertility support allowance of $30,000 to plan participants
- Student Loan Repayment Assistance and Tuition Reimbursement
- 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
- 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
Royalties & Copyright
Salary Range
68,640 - 140,484
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.
