Director, Case Services & Customer Resolutions

The Director represents their group as a member of the Customer Services senior management team and works closely with the Vice President of Customer Services and other senior leaders to develop and execute strategic initiatives. Motivate their group to meet or exceed existing service levels Provide excellent written and verbal customer service to escalated customers, key industry contacts, and internal stakeholders Develop, propose, and execute special projects Participate in SoundExchange technology development as a business sponsor of product(s) and/or initiatives, a subject matter expert, a stakeholder, and a user-acceptance tester Collaborate with Vice President, Customer Services on multi-year strategic vision for the department; including proposing new business structures, business processes, staff roles, and technology. Product Management or Ownership experience, preferred Knowledge of royalty operations, disputed repertoire processes, and/or fraud risk concepts a plus. This position has less than 10% travel. 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.

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