VP Americas Service Center

  • Warner Music Group
  • Parmenter Nashville City Center, 511 Union St, Nashville, TN 37219, USA
  • Jun 08, 2024
Full time

Job Description

Job Description:

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:

  • Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.
  • Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.
  • Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.
  • Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.

We remain committed to Diversity, Equity, and Inclusion. We know it fosters a culture where you can truly belong, contribute, and grow. We encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.

Job Title:  VP Americas Service Center

Why this could be your next big break:

Based in Nashville, TN the Americas Center Lead will lead, manage, and develop the Americas Global Business Services Center (GBSC) driving towards a superior customer experience as it relates to internal and external customers, vendors and corporate partners. 

Here you’ll get to:

  • 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
  • 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)

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.

Together, we are Warner Music Group: Music With Vision & Voice.

Love this job and want to apply?

Click the “Apply” link at the top of the page, or apply directly with your LinkedIn. Applying with LinkedIn will import all of the information you put in your profile, but will still allow you to upload a resume and cover letter.

Don’t be discouraged if you don’t hear from us right away. We’re taking our time to review all resumes, and to find the best people for WMG.

Thanks for your interest in working for WMG.  We love it here, and think you will, too.




Salary Range

Salary ranges are included for job postings where required by law. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.

Copyright © 2023 Warner Music Inc.

Links to relevant documents:

2024 Benefits At A Glance final.pdf

EVerify Participation Poster.pdf

Right To Work .pdf