Vice President, Global Direct-to-Consumer Supply Chain

This is a Full Time Job

As Vice President, Global Supply Chain & Customer Service, you will lead the design and execution of Sony Music's global direct-to-consumer (D2C) supply chain strategy while driving operational excellence across customer service functions. This high-impact role combines strategic vision with hands-on leadership to deliver world-class experiences for fans and clients worldwide.

What you'll do:
• Global Supply Chain Strategy & Infrastructure
• • Collaborate with cross-functional teams to understand Sony Music's requirements and oversee the design and implementation of the global D2C supply chain, including manufacturing, warehousing, fulfillment, logistics, systems integration (ERP, WMS, OMS, Shopify, NetSuite), and operational reporting.
• Evaluate and onboard global manufacturing and fulfillment partners, negotiate contracts, and define KPIs to ensure speed, quality, and cost efficiency.
• Oversee technology integrations to create a seamless, data-driven supply chain with real-time visibility across orders, inventory, and fulfillment.
• Customer Service Leadership
• Provide strategic direction for all customer service activities, ensuring compliance with SLAs and achievement of KPI targets.
• Act as the primary liaison to Sony Music's Executive Team for customer service and operational matters.
• Lead onboarding of new customers and develop robust systems for KPI/SLA tracking and transparent reporting.
• Operational Excellence & Continuous Improvement
• Monitor global supply chain and customer service performance, proactively identifying bottlenecks and driving initiatives for efficiency, cost optimization, and superior customer experience.
• Champion quality initiatives (including ISO standards) and implement system enhancements to streamline processes and eliminate inefficiencies.
• Cross-Functional Collaboration
• Partners with internal teams across technology, products, operations, and finance to align supply chain and customer service strategies with broader business objectives.
• Communicate capabilities and performance to senior leadership, fostering collaboration in a matrixed environment.

Who you are:
• 10 years of leadership experience in global supply chain and/or customer service within high-volume D2C or e-commerce environments (experience at Amazon or similar is a plus).
• Proven expertise in logistics, warehousing, vendor management, and fulfillment network optimization.
• Strong background in ERP/WMS/OMS systems and e-commerce platform integrations (NetSuite, Shopify).
• Demonstrated ability to lead organizational change, drive operational improvements, and manage large, multi-site teams.
• Exceptional communication and stakeholder management skills with a global mindset and willingness to travel internationally.
• Bachelor's degree in business or related field required; advanced degree preferred.