Music Jobs category interest

Director of Customer Operations
Customer Support – Montreal, Quebec (Hybrid)

LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music.

We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. We bring our love of music to the office every day and we are continuously innovating to create experiences that delight and engage our audience of over 6 million music creators. We love best practices but we aren’t afraid to break them.

If you have a talent for operations, team performance metrics and process optimization, enjoy the world of music and want to make a significant impact in a fast-growing SaaS company, this is the opportunity for you! We are looking for a highly motivated Director of Customer Operations to oversee our distribution team, ensuring smooth, efficient, and high-quality support for musicians distributing their music through LANDR. In this role, you will manage the team of support agents, optimize productivity and performance, and implement data-driven strategies to achieve company goals.

Reporting to the CFO, you will also be responsible for tracking and analyzing key performance indicators, refining workflows, and maintaining high support standards, helping LANDR reach new heights in digital music distribution.

APPLY HERE

Your core responsibilities

Team Leadership andamp; Supervision:

- Lead and supervise the Customer Operations Manager, ensuring alignment with departmental goals and fostering a high-performance culture within the customer support and distribution teams.

- Oversee the Customer Operations strategy to ensure Landr provides musicians with a best-in-class service.

- Oversee recruitment needs, development, and nurturing of customer support teams, ensuring they meet operational goals and are equipped with the necessary tools and knowledge.

- Provide guidance to enhance team skills and ensure continuous learning, keeping them updated on industry best practices.

Process Optimization andamp; Continuous Improvement:

- Identify and implement process improvements to enhance productivity, reduce response and resolution times, and increase customer satisfaction by optimizing tools, workflows, and performance management systems.

- Leverage automation and technology to streamline workflows, minimize manual intervention, and ensure scalability in customer support and distribution processes, while maintaining best-in-class service standards for artists

- Collaborate closely with the Product team to identify opportunities for product and service improvements based on customer feedback and operational data.

Performance Monitoring andamp; Cost Management:

- Create and maintain incentive systems to motivate and retain top performers.

- Monitor key performance indicators (KPIs) to measure team performance and customer satisfaction, operational success and identify areas for improvement.

- Analyze data to spot trends, bottlenecks, and opportunities, using insights to drive process optimization and ensure timely resolution of issues.

- Quantify and continuously improve cost-per-ticket, optimizing operational efficiency while maintaining high service standards.

Stakeholder Communication:

- Serve as a liaison between internal teams (Product, Engineering, Finance) and customer operations to ensure seamless collaboration and issue resolution.

- Maintain proactive communication with all stakeholders, including the CEO, by providing updates on distribution operations and key performance insights

Vendor and partner management:

- Collaborate with the Product team to manage relationships with third-party vendors, ensuring they meet LANDR’s performance standards.

- Support the onboarding process for new Digital Service Providers (DSPs) and assist in troubleshooting issues to ensure consistent, efficient service delivery.

- Build and maintain strong relationships with DSPs, while developing strategies to enhance collaboration and strengthen the company’s reputation as a trusted partner

Who you are

- Proven experience leading teams in digital operations, preferably within the music or digital content distribution space.

- A skilled team manager who can drive high-performance productivity levels while fostering a positive, collaborative team culture.

- Results-oriented, with a commitment to operational excellence and continuous improvement.

- An effective communicator with a talent for conveying information clearly, ensuring stakeholders can collaborate seamlessly and make informed decisions.

- A proactive problem solver who can prioritize effectively and stay organized in a fast-paced environment.

- Knowledgeable in digital distribution, with an understanding of the unique challenges of music distribution processes.

Qualifications

- Proficiency in tools like Google Suite and Zendesk.

- Familiarity with digital content management systems (CMS) and related distribution platforms.

- Strong data analysis skills, strong understanding of digital music distribution, with knowledge of audio formats, copyrights and industry standards.

- Prior experience in music distribution, digital rights management or content operations is an asset

Here are a few perks that we enjoy at LANDR:

- Competitive compensation, based on your role, experience and expertise

- Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via Homewood)

- Frequent office and social events (Catering on Monday, Bagel Tuesdays, 5@7, etc.)

- Your birthday is a free day

- Annual public transit (Montreal employees) andamp; sport activity allowance

- Free access to the LANDR products

-Open office space in Downtown close to Square-Victoria Metro Station

- LANDR Band

- Partnerships with local music events andamp; festivals (MUTEK, Pop Montreal, Igloofest…)

APPLY HERE