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.
