Director, Case Services & Resolutions
SoundExchange · Washington, District Of Columbia, US
About SoundExchange Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler,...
Job description
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 $13 billion – on behalf of over 800,000 creators and rights owners. Title: Director, Case Services & Customer Resolutions Department: Customer Services Job Location: Washington, DC (hybrid) (on -site Tuesdays and Wednesdays) Reports To: Vice President, Customer Services Supervisory Role: Yes FLSA Status: Exempt Position Summary: The Director, Case Services & Resolutions, in the Customer Services Department, leads a combined organization responsible for complex escalations, quality assurance, fraud prevention and remediation, and customer dispute and overlap resolution. This leader oversees three management-level direct reports; the Senior Manager of QA and Case Services, the two Managers of Customer Resolutions, and provides strategic direction to their teams to ensure efficient processe...