VP Americas Service Center Leader

2 weeks ago

Nashville, Tennessee, United States Warner Music Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Americas Global Business Services Center (GBSC) in delivering exceptional customer experiences to internal and external customers, vendors, and corporate partners.

Key Responsibilities
  • Lead and coordinate the provision of timely and high-quality service delivery to the business
  • Lead a team responsible for service areas; be hands-on and ensure they are fully leaning into their roles and responsibilities
  • Actively participate in strategy, decision making, and implementation across WMG
  • Lead and develop the GBSC team to continually drive quality, harmonies, and efficiency improvements
  • Serve as a final point of escalation/decision making for the issues/operations within the Americas GBSC
  • Establish the level of service and expertise required for service delivery in line with WMG requirements
  • Liaise with partners and offshore resources to ensure service level agreements (SLAs) are met and budget is achieved
  • Continually measure outputs, capability, and success criteria of the GBSC
  • Partner with GBSC Leads from other regions to share 'leading practice ideas' and drive continuous improvement
  • Create and run a budget covering the operations
  • Build, drive, and sustain dedication teams and processes
  • Analyze problems and make decisions in a timely manner
  • Conduct regular reviews of performance for direct reports
  • Ensure employee satisfaction and retention of high-performers
  • Find and implement opportunities for continuous improvement and to move work from the central business to the service center
About You
  • You have a Bachelor's Degree in Business, Finance, Operations, or a related field
  • You have 15+ years of leadership experience in a similar position
  • You have proven experience in leading and/or facilitating a large-scale organizational transformation (people, process, and technology)
  • You have experience managing a shared service center
  • You have knowledge of SAP
  • You have a customer service mindset and ensure excellent satisfaction rating
We'd Love It If You Also Had
  • Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
  • Problem-solving, decision-making, and continuous process improvement skills
  • Ability to multi-task and prioritize projects. Ability to work under pressure and meet deadlines
  • Partnering, influencing, and communication skills to convey key elements in a concise and positive manner
  • Ability to work proactively, independently, and as a strategic partner in a team environment
  • Demonstrated critical thinking and dedication to deepening understanding of work being done
  • Spoken/written language skills beyond English (Spanish/Portuguese)
About Warner Music Group

As the home to 300 Elektra, Asylum, Atlantic, East West, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world's premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through a catalogue of more than one million copyrights worldwide. Redefining what it means to be a music company in the 21st century, our consumer brands include trend-setters like UPROXX, Songkick, HipHopDX, and EMP. We're the home to WMX - the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways - and Alternative Distribution Alliance (ADA) - the ground-breaking global distribution company for independent artists and labels.

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