Overview
Assistant Manager, eCommerce Fan Services Technology – Philadelphia, 19109, United States of America
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:
At Famehouse, fans are at the forefront of our business. They’re more than customers, they’re passionate supporters of our artists, and we’re equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking an Asst. Manager, Technology and Tooling to join the Fan Services Department. This individual will provide support to the Manager, Technology and Tooling, assisting in the testing and implementation of technology tools to enhance the overall Customer Experience.
How you’ll CREATE:
- Work with platform vendors to maintain peak systems performance
- Monitor the performance of systems used by the Fan Services team and flag opportunities for improvement or automation.
- Troubleshoot any issues associated with workflows to ensure systems are running accurately and efficiently
- Evaluate existing automation workflows in conjunction with customer inquiries to identify bottlenecks with support
- Partner with Training and Documentation team to ensure consistent documentation of tools, workflows, and configurations to ensure accuracy and alignment with current processes and capabilities
- Support leadership in designing, testing and implementing new solutions to reduce manual effort
- Support management of the tech and tooling roadmap and issue tracker by monitoring requests, updates, and deliverables to ensure timely execution.
- Help to identify and lead or delegate department projects as needed
- Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
- Other duties as assigned.
Bring your VIBE:
- Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team
- Strong communication skills, both verbal and written.
- Ability to recognize situations that need to be escalated
- Independent thinker; able to make meaningful decisions based on each situation.
- Excellent follow-up skills and 100% follow through on commitments.
- Result and action-oriented, resourceful and efficient
- Strong work ethic, highly motivated, upbeat personality, team player.
- Ability to analyze and report on trends and issues.
- Strong understanding of automation technologies and software development methodologies.
- 2+ years automation or technology experience
- 1+ years customer support experience
- As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs
