Overview
Director, eCommerce Site Operations – Philadelphia, 19109, United States of America
Famehouse, a division of Universal Music Group, is the preeminent leader in D2C solutions in music. We define & deliver 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.
How we LEAD:
Our success & culture is fueled by collaboration—both within Famehouse 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 you’ll CREATE:
- Serve as the subject matter expert on the systems, tools, and processes that drive end-to-end eCommerce operations, ensuring seamless store management and alignment across teams:
- Systems & Tools: Shopify Plus, third party integrations, order management system
- Processes: Store & product setup, inventory visibility
- Lead internal and external partners through various day-to-day site operations:
- Act as the primary point of contact for functional leads, ensuring clear communication and accountability
- Service as the Shopify Enterprise Business Lead
- Oversee vendor relationships and ensure effective partnership management
- Provide oversight on chart reporting operations to ensure compliance, accuracy of reporting, and alignment across teams.
- Drive department strategy and continuous improvement to strengthen store management operations
- Shape the roadmap to advance innovation and capabilities
- Lead special projects and UAT
- Design and implement solutions for department-led initiatives
- Own process refinement, efficiency improvements, and documentation standards
- Partner with Compliance and Internal Audit teams to understand requirements, serve as control owners, and ensure the department meets all standards
- Oversee and approve platform administration activities to safeguard accuracy and compliance
- Manage team capacity planning and resource allocation to balance workload and priorities
- Train, mentor, and develop store management team members at all levels to build skills and support career growth.
- Serve as the escalation point for critical issues, ensuring timely resolution and clear communication with stakeholders.
Bring your VIBE:
- At least 5-7+ years working in e-commerce, music industry experience preferred
- Strong track record of managing a team
- Expert understanding of eCommerce
- Natural ability to collaborate, serve, and balance the needs of cross-functional leaders, labels, and artists
- Must be available to work nights, weekends, and holidays as needed, especially during priority releases, including regular midnight launches timed with music releases.
- Creative approach to problem solving.
- Extremely organized and comfortable streamlining many moving parts.
- Comfortable juggling multiple high-priority projects simultaneously.
- Trustworthy with sensitive information
- Strong attention to detail and organization
- Ability to stay calm and collected under pressure, and to be accountable for meeting deadlines.
- Flexible and able to adapt to changing client needs in a fast-paced environment.
- Strong critical thinking skills and an ability to make informed decisions based on data.
- Experience with Shopify required
- Experience with Monday.com is a major plus.
- Proficiency in Keynote, Microsoft Office (particularly PowerPoint, Excel) and Mac OS.
- Bachelor’s degree in a related field.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
