AudioSalad is seeking a Director, Operations & Customer Success to lead and scale our US-based Content Operations and Customer Support team. This role will oversee day-to-day operational workflows across digital distribution, DSP operations, customer support, rights management, and catalog onboarding while helping drive operational efficiency, scalability, and client satisfaction across the business.
This is a cross-functional leadership role responsible for managing operational teams, improving support and delivery workflows, handling high-priority escalations, and partnering closely with Product, Royalty Reporting, Business Development, and DSP partners.
The ideal candidate is an experienced people manager with deep knowledge of digital music operations, strong operational instincts, and the ability to lead teams in a fast-paced, high-volume environment.
What You Will Be Doing:
- Lead and manage AudioSalad’s US-based Operations and Customer Support teams.
- Oversee operational workflows across DSP delivery, metadata quality control, YouTube Content ID operations, rights management, client onboarding, catalog migrations, and platform escalations.
- Support large-scale client onboarding and catalog migration projects from external distribution partners, ensuring accurate data transfer and a high-quality client experience.
- Develop and maintain operational SOPs, training materials, and quality assurance processes.
- Monitor and implement improvements across customer support queues, operational backlogs, team efficiency, and SLA performance.
- Manage high-priority client escalations and maintain strong customer support standards across the organization.
- Collaborate with Product and Engineering teams to improve operational systems, workflows, and internal tooling.
- Coordinate with DSPs and platform partner teams on operational issues, escalations, migrations, and policy updates.
What Makes You Qualified:
- 7+ years of related professional experience in music distribution, digital operations, content operations, customer support, or rights management.
- Strong understanding of digital music distribution workflows, DSP ecosystems, metadata standards, DDEX, and digital supply chain operations.
- Advanced proficiency in Excel/Google Sheets, including experience working with large datasets, metadata validation, operational reporting, and catalog analysis.
- Exceptional organizational skills with a strong operational mindset, high attention to detail, and the ability to effectively prioritize work in a fast-paced environment.
- Strong communication and leadership skills, with the ability to collaborate effectively across teams and with external partners.
- Willingness to operate hands-on while helping scale a growing and evolving business function.
- Experience working with support/ticketing platforms such as Freshdesk or Zendesk preferred.
- Familiarity with YouTube Content ID, Meta Rights Manager, and broader UGC rights management workflows preferred.
This is a hybrid role that will require you to commute to our New York office a minimum of three days a week.