Universal Audio

• Lead and mentor a team of Customer Care Representatives, fostering a culture of excellence and continuous improvement. • Coordinate daily and weekly tasks in collaboration with department leadership, ensuring efficient operation of customer care activities. • Provide strategic guidance and support to team members, facilitating their professional development and performance optimization. • Monitor and maintain high standards of customer service delivery and technical support, resolving escalated issues promptly and effectively. • Develop and implement training programs for new hires and ongoing training initiatives to enhance team skills and knowledge. • Collaborate cross-functionally with Product Development and Sales teams to advocate for customer needs and influence product improvements. • Analyze customer feedback and service metrics to identify trends and areas for improvement, driving initiatives to enhance customer satisfaction and operational efficiency. • Prepare regular reports on team performance, customer feedback trends, and operational metrics.

Department: Program Management Reporting Manager : Director, Program Management Location: Scotts Valley, CA (Hybrid) or Remote (United States only) Universal Audio is building a next-generation growth engine along with a visionary approach to SaaS and the role of product in order to support our customer’s musical journeys. In order to accomplish this, we’re looking for a technical program manager who brings experience in web, ecomm, data, and dev ops to this expanding organization. The position requires a person who thrives in working not only with the teams developing this new capability but also working with cross-functional teams to create and manage these programs from inception to launch. The role requires a strong technical foundation in system architecture, cloud, data, and SDLC to follow team discussions and lead the coordination efforts needed to resolve obstacles.The person must be experienced in Agile development methodologies using Jira as the common backlog management tool. The work will consist of attending and supporting scrum and other project meetings, providing weekly status reports and presentations, driving action item follow-ups, and managing risks.  This position requires a proactive and methodical candidate who can build strong, productive relationships across multiple remote teams. Responsibilities: Program Planning & Execution Support software and marketing teams in planning and executing the roadmap. Develop detailed schedules and resource requirements Ensure requirements are clearly defined Ensure project documents are complete, current, and available for staff and leadership review. Prepare and present weekly program status to C-level management, communicating progress against deliverables and schedule Metrics & Process Improvement Support the team by reporting schedule, bug, and delivery metrics in Program and Project Reviews Report team velocity, health, and sprint/release progress in recurring program reviews Contribute to continuous improvement on processes, tools, and metrics, proactively initiating changes when needed to ensure effectiveness. Maintain a focus on quality, predictability, scalability, repeatability, operational efficiency, and customer satisfaction Qualifications: Strong technical foundation in cloud-native architecture and software design processes, with the ability to lead the resolution of technical hurdles and facilitate high-level team dialogues Understand how different systems interact, understand related trade-offs Understand data modeling, high level info about db management systems Strong grasp of Software Development processes and methodologies Experienced in Agile software development methodologies Proven ability to manage and drive multiple complex technical programs simultaneously. Exceptional judgment, analytical skills, and superior oral and written communication skills. Highly proactive problem solver with a "can-do" approach to work. Ability to work independently and effectively deliver results in a fast-paced environment. Highly proficient with Jira, Confluence, and Google products. Education/Experience: BA/BS in Business, Engineering, related field, or equivalent work experience. Master’s degree is a plus. 5+ years Project/Delivery Management experience Agile Scrum Master training is a plus Experience with Custer test data, A/B Testing, and Experimental releases Experience with Shopify UA Salary Range of Pay: $145,000 - $155,000 (annually) Base salary  pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire. UA offers competitive benefits: Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc. UA Mission: We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love. UA Vision: In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling — ranging from audio interfaces and guitar gear to microphones and software — all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made. Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protected categories.