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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 processes, consistent service levels, and high-quality outcomes. The Director plays a critical role in resolving the most sensitive and complex issues facing Sound Exchange’s customers, safeguarding the integrity of royalty distributions, and advancing operational excellence across the department.In this capacity, the Director is accountable for ensuring that the Case Services and QA team handles escalated cases, outreach initiatives, and ongoing special projects with accuracy and timeliness, while also reviewing the quality of work across Customer Services to uphold high performance standards. The role also provides leadership to the Customer Resolutions function, which manages all aspects of overlapping and disputed repertoire claims to ensure equitable and accurate payment of royalties to performers and rights owners.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. This includes consulting on enterprise-wide priorities, contributing subject matter expertise to the design and testing of new systems and tools, and collaborating with peers across Operations, Legal, Finance, Technology, and Industry Relations to improve processes and strengthen customer trust. The Director also provides hands-on leadership to their managers, ensuring clarity of expectations, alignment of priorities, and accountability for results, while fostering a collaborative culture that emphasizes professional growth, problem solving, and exceptional customer service.

Essential Functions:

• Supervise 3 manager-level leaders; set priorities and align resources across Case Services, QA, and Customer Resolutions.
• Own KPIs for escalations, dispute resolution cycle time, QA quality thresholds, and fraud risk metrics; report regularly to leadership.
• Coordinate cross-functional escalations; serve as final internal escalation point for critical issues.
• Guide the QA program to monitor and improve quality across Customer Services; lead special outreach projects as needed.
• Develop, propose, and execute process improvements, drive change management and staff development across the group.
• Represent Case Services & Resolutions within the Customer Services senior management team.
• 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.

Required Knowledge, Skills, Abilities (KSAs):

• Computer skills: MS Excel, Outlook, internet research; Salesforce/database experience a plus.
• Proficiency working with large data sets; strong analytical, reporting, and presentation skills.
• Excellent written and oral communication; able to manage sensitive customer/partner communications.
• Demonstrated leadership of managers and accountability for teamwork product and service levels.
• Product Management or Ownership experience, preferred
• Knowledge of royalty operations, disputed repertoire processes, and/or fraud risk concepts a plus.
• Detail-oriented, able to work independently and report progress under tight deadlines
• Ability to work collaboratively or independently on projects
• Ability to multi-task and manage multiple high priority projects simultaneously
• Ability to train and motivate a team of new employees and, if necessary, temporary staff
• Experience leading a team and being responsible for its work product
• Customer Service experience and/or knowledge of music genres is a plus

Required Education, Certifications/ Licenses, Related Experience:

•  BA or BS degree or applicable experience preferred; 5–7+ years’ relevant leadership experience preferred.

ADA SPECIFICATIONS:

• This position requires the ability to remain in a stationary position all of the time
• The person in this position may need to move about the corporate office less than half the time
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
• This position requires the ability to spend all of the time viewing computer monitors

Travel Requirements:

• This position has less than 10% travel.

PAY RANGE: $145,000.00 - $172,000.00