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Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD: 

At Famehouse, fans are at the forefront of our business.  They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking a Quality Audit Coordinator, eCommerce Fan Services. This person will partner with other auditors in support of the Sr. Quality Manager to review and analyze customer interactions to ensure accuracy and quality metrics are met.

How you’ll CREATE:

• Perform regular standardized quality audits of customer interaction handling by our team of 100+ customer service representatives to ensure consistent and positive service to our customers and adherence to policies and procedures
• Provide feedback reports to Fan Services management on individual audit results and group trends
• Participate in and/or lead weekly quality calibration exercises with vendor support management teams
• Serve as a subject matter expert and team resource regarding customer service process and procedures, policies, quality concerns or issues
• Support customer service training and quality projects or other assignments as needed
• Engage in customer support tickets to ensure consistent knowledge of process and policy are in line with the expectations of customer support agents.
• Collaborate and communicate across various eCommerce teams to assist in projects as needed
• Uphold the policies of the E-Commerce/Merchandising department as stated in the Universal Music Group Customer Care Help Center.

Bring Your VIBE:

• Bachelor’s degree in Business, or a related field
• eCommerce or Quality Assurance experience
• Customer Service experience, preferably in retail or eCommerce environment
• A self-starter who is keen to identify opportunities for operational improvement and process documentation
• Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
• Knowledge of Zendesk
• Excellent verbal and written communication skills, with the ability to adjust as needed
• Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
• Extremely detail-oriented and highly organized
• Ability to analyze and report on trends and issues
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information
• 2+ years customer service experience
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers D2C for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of D2C & merchandise for artists, providing a full-service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD:

Universal Music Group is seeking an Assistant Store Manager, eCommerce to work across our artist’s and label’s stores to ensure best-in-class e-commerce services are regularly achieved and maintained. You will have the opportunity to work with some of the most successful artists and entertainment companies in the world and to work with emerging digital music and entertainment technologies. You will have opportunities to submit ideas and processes for the company to utilize in the future.

The Assistant Store Manager, eCommerce role will be responsible for assisting with managing the day-to-day operations and holistic wellbeing of our e-commerce stores. This role will work cross-functionally with both internal teams and external partners to successfully execute daily product activations, new store launches, and timely receipt and fulfillment of all product and customer orders. The Assistant Store Manager, eCommerce will also be responsible for ensuring technical backend features are routinely updated and functioning properly and store fronts are regularly maintained in order to optimize customer experience and maximize revenue.

How you’ll CREATE:

• Manage product setup for ecommerce stores
• Assist Store Managers in setting up & maintaining store environments
• Lead management on stores as needed
• Update products, descriptions, images, and other customer-facing information to ensure the store front end functionality is optimized
• Handle one-off platform updates to shops
• Coordinate product restocks and inventory adjustments
• Work with Account Managers to make sure all details needed concerning new launches and stores are received in a timely manner from clients
• Assist with managing inventory levels and inventory reporting
• Assist with logistics and warehouse management
• Work with fulfilment partners and customer service team to provide efficient customer experiences
• Conduct periodic reports for clients as needed
• Assist with using sales reports to make recommendations to drive revenue for clients

Bring your VIBE:

• Minimum 1 year of experience in merchandising, project management, e-commerce, logistics/supply chain, music business, or related field
• Bachelor’s degree – preferably in Business, Merchandising, or a Related Field
• Proficient in Microsoft Suite (Excel, Office)
• Project Management software experience (Monday.com, Asana) a plus
• Experience or working knowledge of Shopify Plus
• Extremely detail oriented and highly organized
• Self-starter who can complete tasks and manage multiple projects with minimal supervision
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong written and verbal communication skills
• Works well with a team
• Good with strict deadlines and tight timelines
• Ability to successful work cross functionally with both internal teams and external vendors
• Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD:

We are seeking a detail-oriented and proactive Platform Administrator to support our e-commerce platform operations. In this role, you will collaborate with cross-functional teams to spin up new shops, manage user access across multiple platforms, install/configure apps, and run automations that keep our systems efficient. The ideal candidate is highly organized, enjoys problem-solving, and is comfortable working independently across multiple platforms.

How you’ll CREATE:

• Partner with Store Operations Managers to set up new storefronts within Shopify, including core settings and configurations
• Review, administer, and manage user access across our e-commerce platforms and systems
• Install, configure, and maintain third-party apps and integrations within stores.
• Run and monitor automations to support business operations
• Troubleshoot platform-related issues and escalate when needed.  Provide support on ad hoc projects, system improvements, and process optimization
• Other duties as assigned

Bring your VIBE:

• Experience working with e-commerce platforms (Shopify experience strongly preferred)
• Strong technical aptitude with the ability to learn new systems quickly
• Excellent problem-solving and troubleshooting skills
• Strong communication skills to collaborate with cross-functional teams
• Highly organized, with strong attention to detail
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation
• Excellent follow-up skills and 100% follow-through on commitments
• Proactive, resourceful, and result-oriented
• Familiarity with automation tools
• Good with tight timelines and strict deadlines
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information

How we LEAD:

We’re looking for a Customer Experience Solutions Specialist to join our internal UMG Zendesk team and support one of our key eCommerce partners. This role blends technical expertise with strategic insight, ensuring Zendesk aligns with business goals, elevates customer experiences, and empowers our teams.

How you'll CREATE:

• Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting
• Maintain and improve ticketing workflows to increase efficiency for both agents and end users
• Manage user roles, permissions, and system access in alignment with security and compliance standards
• Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion
• Leverage reporting and analytics to track performance, identify trends, and recommend enhancements
• Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support
• Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners
• Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement

Bring your VIBE:

Skills & Abilities:

• Hands-on expertise in Zendesk administration, configuration, and optimization
• Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs
• Experience with API-based integrations and middleware platforms
• Proven ability to translate business requirements into effective technical solutions
• Track record of improving processes, adoption, and customer experiences within Zendesk
• Strong understanding of customer service operations and best practices
• Skilled in reporting, analytics, and dashboard creation to guide decision-making
• Excellent problem-solving abilities with high attention to detail
• Effective communicator, with demonstrated success in cross-functional collaboration
• Experience leading or contributing to cross-functional projects involving multiple stakeholders

Experience:

• 3+ years of experience in Zendesk administration
• Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles
• Demonstrated success aligning Zendesk capabilities with strategic business objectives
• Experience generating insights and recommendations through data analysis and reporting
• Background in customer support, operations, or CX strategy preferred Education & Certification
• Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field
• Zendesk Administrator Certification preferred (past or current), but not required

How we LEAD:

Audience, marketing, and eCommerce data are becoming more deeply ingrained with music every day. For artists, it’s a way to develop and further articulate their brand. For fans, it’s another pathway to connecting with an artist and the culture they represent.

UMG’s Global Data Engineering team within the Global Technology group is looking for a Senior BI Engineer to help design, develop, and monitor custom data visualization and write back applications within Looker.

How you’ll CREATE:

• Architect and develop custom data visualization tools, and applications
• Design, develop, and lead the maintenance of interactive data visualization dashboards using React, Typescript, and Tailwind CSS
• Implement custom Looker dashboards and LookML models to enhance the reporting capabilities and data exploration experience
• Own the end to end development process, from requirements gathering (in partnership with product management) to deployment, ensuring delivery of high quality, scalable, BI solutions.
• Collaborate with product managers, data engineers, data analysts, data scientists and other stakeholders to understand business needs and translate them into technical requirements and visualizations strategies.
• Provide technical leadership and mentorship to junior developers, promoting best practices in BI development and visualization design
• Stay current with the latest BI tools, visualization techniques, and industry trends, continuously experimenting with new technologies to enhance our data capabilities
• Minimum 5-7 years of direct experience in custom BI development and business analytics/reporting
• 2+ years experience in leading a development team, and managing a code base
• Strong proficiency in React, Typescript, Tailwind CSS for front end development
• Demonstrated ability to build React based applications that efficiently consume, process, and render large datasets (millions of rows) with minimal latency
• Deep understanding of React performance optimization techniques, including the use of memorization, visualization (eg, react-window or  react-virtualized), and dynamic component rendering to ensure smooth user experience and reduced load times
• Experience in implementing efficient data fetching strategies using libraries like React Query, SWR, or custom solutions to minimize redundant API calls and optimize network usage
• Experience with AM Charts, D3.js, or similar charting libraries for creating custom visualizations
• Understanding of Looker, LookML and building complex dashboards preferred
• High-level proficiency in SQL with proven ability to write complex queries to analyze data
• Excellent communication skills, and the ability to articulate complex technical concepts to non-technical stakeholders
• A seasoned team player, accustomed to managing multiple projects with separate clients and deadlines.
• Must love music!

Bring your VIBE:

• Experience with eCommerce
• Experience with paid media and CRM data/tools
• Familiarity with Google Cloud Platform tools such as BigQuery, Dataflow, and BI Engine
• A background with Agile development/scrum frameworks.

How we LEAD:

Audience, marketing, and eCommerce data are becoming more deeply ingrained with music every day. For artists, it’s a way to develop and further articulate their brand. For fans, it’s another pathway to connecting with an artist and the culture they represent.

UMG’s Global Data Engineering team within the Global Technology group is looking for a Full Stack Engineer to help design, develop, and monitor custom data visualization and write back applications within Looker.

How you’ll CREATE:

• Architect and develop custom data visualization tools, and applications
• Design, develop, and lead the maintenance of interactive data visualization dashboards using React, Typescript, and Tailwind CSS
• Implement custom Looker dashboards to enhance the reporting capabilities and data exploration experience
• Own the end to end development process, from requirements gathering (in partnership with product management) to deployment, ensuring delivery of high quality, scalable, BI solutions.
• Collaborate with product managers, data engineers, data analysts, data scientists and other stakeholders to understand business needs and translate them into technical requirements and visualizations strategies.
• Provide technical leadership and mentorship to junior developers, promoting best practices in BI development and visualization design
• Stay current with the latest BI tools, visualization techniques, and industry trends, continuously experimenting with new technologies to enhance our data capabilities
• Minimum 5-7 years of direct experience in custom BI development and business analytics/reporting
• 2+ years experience in leading a development team, and managing a code base
• Strong proficiency in React, Typescript, Tailwind CSS for front end development
• Demonstrated ability to build React based applications that efficiently consume, process, and render large datasets (millions of rows) with minimal latency
• Deep understanding of React performance optimization techniques, including the use of memorization, visualization (eg, react-window or  react-virtualized), and dynamic component rendering to ensure smooth user experience and reduced load times
• Experience in implementing efficient data fetching strategies using libraries like React Query, SWR, or custom solutions to minimize redundant API calls and optimize network usage
• Experience with AM Charts, D3.js, or similar charting libraries for creating custom visualizations
• Understanding of Looker, LookML and building complex dashboards preferred
• Excellent communication skills, and the ability to articulate complex technical concepts to non-technical stakeholders
• A seasoned team player, accustomed to managing multiple projects with separate clients and deadlines.
• Must love music!

Bring your VIBE:

• Experience with eCommerce
• Familiarity with Google Cloud Platform tools such as BigQuery, Dataflow, and BI Engine
• A background with Agile development/scrum frameworks.

#LI-Remote

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD: 

At Famehouse, fans are at the forefront of our business.  They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them.   That fan-first philosophy is why our customer service team is called Fan Services. We're seeking a Director, eCommerce Fan Services to oversee customer support operations within the cross-functional structure. This person will lead and develop the Fan Services team embedded within the cross functional teams while partnering with leaders across the eCommerce business to ensure the voice of the fan is clearly and consistently represented in artist and label engagement planning.

How you’ll CREATE:

• Provide guidance and coaching for Fan Services team members embedded in the cross functional pods to ensure consistent support and communication standards.
• Lead cross-functional customer support to ensure fan to label feedback loop is consistently monitored and maintained
• Develop, implement and track key metrics and KPIs to ensure consistent and progressive team performance
• Oversee and ensure on-time and correct proactive consumer messaging regarding order status or product changes
• Collaborate cross-functionally to track and analyze escalated fan issues to inform policy updates and capture resolution insights for ongoing best practices development.
• Help maintain, update, and develop customer service policies that support business growth and evolving operational needs, while ensuring ongoing alignment with fan expectations and business priorities.
• Partner with Operational Department Leads to develop enhanced and streamlined team workflows that will drive innovation and efficiency
• Identify and implement tools to enhance and improve team workflows
• Work to develop and continually improve on artist tone and voice guidelines for communicating with fans to ensure highest quality of support
• Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
• Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization
• Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business

Bring your VIBE:

• Strong communication skills, both verbal and written.
• Exceptional leadership skills with the ability to coach and drive results
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow-through on commitments.
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred
• 4+ years management experience
• 7+ years customer service and/or order fulfillment experience
• This role is on-site in Philadelphia, PA
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD: 

At Famehouse, fans are at the forefront of our business.  They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them.   That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking an enthusiastic, detail-oriented Senior Quality Manager, eCommerce Fan Services to oversee the daily quality operations supporting our Fan Services team. This person will report to the Director of Quality and Training and partner with Training and Development to ensure a consistent level of quality customer interactions.

How you’ll CREATE:

• Oversee team performance by consistently reviewing key metrics and KPIs as outlined by the business and providing feedback and continued coaching
• Update and improve quality analysis scorecard to ensure consistent and fair scoring or Customer Service representatives
• Develop and maintain metrics and reporting to analyze the impact of overall quality to the customer experience
• Review quality assessments of customer interactions and identify performance issues; partner with the relevant stakeholders to establish improvement benchmarks and monito progress on the corrective action plan
• Partner with Training and Documentation Manager to develop training calendars based on results of quality analysis findings
• Work with Fan Services leadership to analyze and optimize Customer Service workflows and processes
• Help to identify and delegate department projects as needed
• Work with customers on sensitive, escalated issues to ensure the customer is satisfied while still upholding general department policies
• Provide general oversight of department projects and policy updates as needed

Bring your VIBE:

• Strong communication skills, both verbal and written.
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow through on commitments.
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office Suite (specifically Excel), Internet search skills.
• Bachelors Degree in business or related field preferred
• Zendesk experience required
• 2+ years management experience
• 5+ years customer service experience
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

POSITION OVERVIEW:

To provide timely, quality, and cost-effective repair and maintenance for vehicle fleet including tractors, trailers, forklifts, and other equipment that requires preventive maintenance, troubleshooting, modifications, and repairs.

ESSENTIAL FUNCTIONS:

• Performs preventative and routine maintenance on tractors, trailers, forklifts, and other equipment
• Performs basic diagnostics to identify source of trouble and makes necessary adjustments to equipment for safe and efficient operation
• Works with other technicians in performing preventative maintenance and repairs
• Ensures proper and accurate documentation of all maintenance performed, completes reports in writing and electronically
• Performs safety inspections of equipment and documents the work
• Performs paint and body work on vehicles, as required
• Comply with all applicable laws/regulations, as well as company policies/procedures
• Perform other duties as required
• Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

• High School Diploma (or GED), preferred
• Must have one (1) year experience performing vehicle maintenance or either possess (or be within sixty (60) days of obtaining) a vehicle maintenance certificate from an accredited vocation/trade school or completion of the FedEx Freight, Inc. Apprentice Program with satisfactory performance.
• One or more Medium/Heavy Truck ASE Certifications and Class A CDL preferred
• Must possess necessary tools to perform assigned tasks
• Valid driver’s license may be required depending on work assignment
• Knowledge of the use and operation of testing equipment, gauges and tools associated with vehicle troubleshooting and repairs
• Basic computer skills including maintenance programs, and diagnostic systems
• Basic knowledge of gas and diesel engines
• Familiarity with precision measurement instruments, oxygen/acetylene equipment, and lifting devices (bottle, floor, wheel, or transmission jacks, floor cranes, etc.) preferred.
• Able to frequently lift components weighing approximately 110 pounds with appropriate equipment and/or assistance from another person
• Ability to safely operate vehicles equipped with manual and automatic transmission
• Ability to enter and exit driver’s compartment of truck and/or behind cab using normally available foot and handholds
• Paint and body work experience preferred
• Ability to work independently and/or as a team member
• Basic written and verbal communication skills

WORKING CONDITIONS:

• Exposure to heavy traffic areas while performing the duties of the job
• Exposure to considerable amounts of dust, diesel fumes and noise
• May be required to drive service van to off-site locations and perform work
• Exposure to climate conditions of the geographic area
• Exposure to chemicals, oils, greases, paints or other irritants
• Hours may vary due to operational need

Additional Details:

Starting Rate of Pay: $28.19 / hour

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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• Pay Transparency

If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call   or e-mail at 

FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.