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VP Americas Service Center Lead

2 months 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 Service Center as a VP Americas Service Center Lead. This is a unique opportunity to join a global music company and drive business growth while delivering exceptional customer service.

Key Responsibilities
  • Lead and coordinate the provision of timely and high-quality service delivery to the business.
  • Manage a team responsible for service areas, ensuring they are fully aligned with their roles and responsibilities.
  • Participate in strategy, decision-making, and implementation across WMG.
  • Develop and lead the GBSC team to drive quality, harmonies, and efficiency improvements.
  • Serve as a final point of escalation/decision-making for issues/operations within the Americas GBSC.
  • Establish service levels 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.
  • Measure outputs, capability, and success criteria of the GBSC.
  • Partner with GBSC Leads from other regions to share best practices and drive continuous improvement.
  • Create and manage a budget covering operations.
  • Build, drive, and sustain dedication teams and processes.
  • Analyze problems and make timely decisions.
  • Conduct regular reviews of performance for direct reports.
  • Ensure employee satisfaction and retention of high-performers.
  • Identify and implement opportunities for continuous improvement and to move work from the central business to the service center.
About You

We are looking for a seasoned leader with a strong track record of success in a similar position. You should have a Bachelor's Degree in Business, Finance, Operations, or a related field, and at least 15 years of leadership experience. Proven experience in leading and/or facilitating a large-scale organizational transformation, managing a shared service center, and knowledge of SAP are essential. A customer service mindset and excellent communication skills are also required.

We value diversity, equity, and inclusion and are committed to creating a workplace where everyone can thrive. If you are a motivated and results-driven professional who is passionate about delivering exceptional customer service, we encourage you to apply.