VP, Customer Satisfaction and Supply Chain - D2C
The Vice President, Customer Satisfaction & Supply Chain is the senior operational leader responsible for the end-to-end delivery of Sony Music’s global direct-to-consumer business. This role oversees the full operational execution of Sony Music D2C across supply chain, fulfillment, logistics, and customer service, ensuring that strategy translates into reliable, scalable, and fan-first execution across all labels, territories, and artist campaigns.
Key responsibilities include owning and operating the global operational infrastructure supporting Sony Music’s direct-to-consumer business, leading the global D2C supply chain strategy across vendor management, warehousing, and fulfillment partners, and designing and overseeing a scalable regional hub network enabling faster delivery, local shipping rates, and chart-eligible fulfillment across key markets. The role also involves overseeing inventory management, product allocation, and global stock visibility across regions, ensuring efficient product flow and minimal stockouts, as well as establishing and managing operational KPIs including on-time delivery, order accuracy, fulfillment efficiency, and customer satisfaction.
The ideal candidate will have 15–20 years of senior operational leadership experience in ecommerce, direct-to-consumer businesses, supply chain management, or global consumer product operations. A proven track record designing and operating complex global supply chain and logistics networks is essential, along with deep expertise in fulfillment operations, vendor management, inventory planning, and operational performance management. Experience leading customer service organizations and delivering best-in-class consumer experiences at scale is also required, as well as a strong data-driven mindset with the ability to manage performance through operational KPIs and exceptional leadership and stakeholder management skills within large, matrixed organizations, as well as creative clients.
The anticipated annual base salary for this position ranges from $200,000 to $250,000 USD. Additional benefits include medical, dental, vision, life & disability coverage, and 401K with employer matching. Voluntary benefits such as company-paid identity theft protection, 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 are also offered. Investment in professional growth and development is provided, along with time off for a winter recess.
Sony Music Entertainment fosters an inclusive, collaborative, and global community where employees have the opportunity to channel their passion every day. The modern office environment is designed to foster productivity, creativity, and teamwork, empowering employees to bring their best. The company 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.