Vice President, US Client Services
About Sony Music Entertainment
At Sony Music Entertainment, we fuel the creative journey. We’ve played a pioneering role in music history, from the first-ever music label to the invention of the flat disc record. We’ve nurtured some of music’s most iconic artists and produced some of the most influential recordings of all time.
Today, we work in more than 70 countries, supporting a diverse roster of international superstars, developing and independent artists, and visionary creators. From our position at the intersection of music, entertainment, and technology, we bring imagination and expertise to the newest products and platforms, embrace new business models, employ breakthrough tools, and provide powerful insights that help our artists push creative boundaries and reach new audiences. In everything we do, we’re committed to artistic integrity, transparency, and entrepreneurship.
Sony Music Entertainment is a member of the Sony family of global companies.
The Vice President of US Client/Customer Service leads a high-performing team of customer service professionals within Sony Music’s Integrated Supply Chain. This role is responsible for driving operational excellence by establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs), ensuring continuous improvement across distribution and manufacturing operations. The Vice President oversees seamless onboarding of new customers, acts as the primary liaison to the Sony Music Executive Team for all customer service and operational matters, and champions initiatives that enhance customer satisfaction and business growth.
This is a remote position.
What you'll do:
- Provide strategic direction and leadership for all customer service activities, ensuring full compliance with SLAs and achievement of KPI targets.
- Oversee all distribution operations in partnership with the Supply Chain team, maintaining high standards of service and operational efficiency.
- Design, implement, and manage robust systems for KPI and SLA data capture, enabling timely and transparent performance reporting to customers and executive leadership.
- Lead the development and execution of comprehensive customer onboarding project plans, ensuring all business requirements are met for a smooth transition to production.
- Drive the creation and deployment of innovative system applications that enhance supply chain capabilities, reduce costs, and improve customer service.
- Collaborate with the SVP of Sales to support warehousing, distribution, and transportation.
- activities, ensuring all shipments, receipts, and returns meet customer requirements and are delivered on time and in full.
- Develop and execute action plans to address evolving business needs, capitalize on new revenue opportunities, and respond proactively to changing customer requirements.
- Champion Sony Music’s quality initiatives, including ISO and other critical-to-quality programs, to ensure delivery of superior products and services.
- Partner with IT to implement distribution system enhancements, streamlining processes and eliminating inefficiencies to drive continuous improvement.
- Prepare and present detailed performance reports to the Executive Team, clearly communicating results against established targets and identifying areas for improvement.
- Oversee contract management, ensuring adherence to Sony Music’s excellence standards and instituting corrective actions to address any service level failures.
Who you are:
- Bachelor’s degree in business or a related field.
- At least 10 years of progressive experience in account management or customer service, including a minimum of 5 years managing large, multi-site teams.
- Seasoned experience and knowledge of logistics, onboarding, KPI's and ERP
- Demonstrated expertise in analytics, leadership, team building, customer service, and decisive problem-solving
- Proven track record of leading organizational change, driving operational and process improvements, and fostering a culture of excellence.
- Strong Excel, PowerPoint and the MS suite
- Proficiency with Warehouse Management systems (WMS)
- Hands on leadership experience; be willing to roll up your sleeves as well as mentor and develop your team
- Strong communication and stakeholder management skills, with experience collaborating across functions and with executive leadership.
What we give you:
- You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day
- A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
- An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
- Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
- Investment in your professional growth and development enabling you to thrive in our vibrant community.
- The space to accelerate progress, positively disrupt, and create what happens next
- Time off for a winter recess
Sony Music is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.