Title: Vice President, Customer Services
Department: Customer Services
Job Location: Washington, DC (Hybrid)
Reports To: SVP, Customer Services
Supervisory Role: Yes
FLSA Status: Exempt
About SoundExchange
Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator‐focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital performance royalties – more than $10 billion – on behalf of over 650,000 creators and rights owners.
Position Summary
The Vice President of Customer Services will be responsible for overseeing all activities related to the company’s customer services department. The VP, Customer Services role manages and oversees all the day-to-day operations of four teams: Support Agents, Research & QA, Account Management & LODs, and Client Resolutions.
Working closely with company leadership, other departments and reporting to the SVP of Operations, the VP of Customer Services responsibilities also include but not limited to providing top notch and best in class service to our customers, responding to issues, collaborating with internal and external partners, cultivating relationships that support the broader SoundExchange organization, and responding to inquiries via phone and email is essential.
Essential Functions
- Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service.
- Identify and achieve short- and long-term department OKRs and other goals.
- Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team.
- Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery.
- Identify customer pain points and opportunities to improve the overall customer experience.
- Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction.
- Leverage customer data and analytics to identify trends, insights, and opportunities for improvement.
Implement data and analytics measurements to drive performance and improvement across the team. - Champion a customer-centric mindset throughout the organization by promoting a culture of empathy, accountability, and responsiveness.
- Collaborate with internal stakeholders such as Technology and Finance to ensure a seamless and consistent customer experience across all departments.
- Establish and maintain strong relationships with key customers and stakeholders.
- Act as business owner of product(s) and/or initiatives, serve as a subject matter expert and communicate key requirements and business needs to key stakeholders.
- Provide excellent written and verbal communication to escalated customers, key industry contacts, and internal stakeholders; ensure team is doing the same.
- Handle customer inquiries and concerns with clear and professional oral and written skills.
Required Knowledge, Skills, Abilities (KSAs)
- 15 years of progressive Customer Service Experience
- 10 years of experience managing and leading a Call Center/Customer Services team.
- Computer skills: Microsoft Office Products, Slack, Lucid Chart, Salesforce and/or CRM database experience
- Experience navigating very complex, high-visibility customer/client issues.
- Knowledge of music industry, including relationships, understanding of client needs, and key players is required.
- Excellent leadership, communication (written and verbal), conflict resolution and analytical skills.
- Detail-oriented, able to work independently and report progress under tight deadlines.
- Ability to multi-task and manage multiple high priority projects simultaneously.
- Experience leading, training and motivating a team and being responsible for its work product.
- Product Management or Business Ownership experience a plus.
- Proficiency working with large data sets a plus.
Required Education, Certifications/ Licenses, Related Experience:
- BA or BS degree or applicable experience
ADA Specifications
- The person in this position may need to move about the corporate office(s) more than half the time.
- The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill the essential functions of the role less than half the time.
- The person in this position must be able to maneuver (lift, move, carry, slide, etc.) 10–25 lbs.
- This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time.
- This position requires the ability to spend all of the time viewing computer monitors.
Travel Requirements:
- This position has less than 20% travel.
Note:
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.
DEI Statement
At SoundExchange, we empower creators and help share the future of music. One way we do this is by respecting our team members’ diverse voices, varied perspectives, and distinct backgrounds. We are intentional in creating an inclusive culture where we recognize that equity is greater than equality and all employees have the opportunities and support needed to thrive. We strive to create teams that reflect the music community we serve – every individual’s unique attributes and abilities are valued and are part of how we innovate, create, and deliver experiences to the creators we champion.
Accommodations:
SoundExchange is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the SoundExchange Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis. If you need an accommodation, please email jobs@soundexchange.com
