VP, Global D2C Supply Chain

About Sony Music Entertainment

At Sony Music Entertainment, we fuel the creative journey. We've played a pioneering role in music history, from the first-ever music label to the invention of the flat disc record. We've nurtured some of music's most iconic artists and produced some of the most influential recordings of all time.

Today, we work in more than 70 countries, supporting a diverse roster of international superstars, developing and independent artists, and visionary creators. From our position at the intersection of music, entertainment, and technology, we bring imagination and expertise to the newest products and platforms, embrace new business models, employ breakthrough tools, and provide powerful insights that help our artists push creative boundaries and reach new audiences. In everything we do, we're committed to artistic integrity, transparency, and entrepreneurship.

Sony Music Entertainment is a member of the Sony family of global companies.

At Sony Music's direct-to-consumer (D2C) business unit, we are building the future of artist-to-fan commerce through innovative supply chain and customer service excellence. 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.

What we give you:

• You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day
• A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
• Investment in your professional growth and development enabling you to thrive in our vibrant community.
• The space to accelerate progress, positively disrupt, and create what happens next
• Time off for a winter recess

Sony Music is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.