Vice President, Global Operations

Key Responsibilities

• Work with M&A deal team and broader finance organization on all integration and work migration to ensure clear prioritization, demand management, and effective hand-offs to delivery teams .
• Lead the metrics team in prioritizing and building out key performance indicators (critical metrics) and service level agreements (SLAs) for all GBS operations. Develop comprehensive dashboards and analytical insights to drive data-driven decision-making and identify areas for improvement.
• Lead and embed a culture of continuous improvement across GBS. Find opportunities for process optimization, cost reduction, and service improvement through methodologies like Lean, Six Sigma, and other operational excellence frameworks.
• Support transition from implementation project to steady state training program for GBS employees, ensuring consistent skill development and adherence to standard methodologies.
• Maintain a comprehensive knowledge base, including assuring that all new work or process changes are documented, to support efficient operations, problem-solving, and cross-training.
• Drive the identification, prioritization, and implementation of automation opportunities (e.g., RPA, intelligent automation) within GBS processes to improve efficiency, accuracy, and scalability.
• Partner with Tech and other teams and process owners to ensure successful deployment and adoption.
• Stay updated on industry standard methodologies and new technologies to keep GBS at the forefront of shared services excellence.
• Collaborate closely with GBS center leads, Tech, Global Process Owners, and other functional partners to align operational strategies with business needs and ensure seamless service delivery.
• Build, mentor, and lead a high-performing team of operations professionals, fostering an environment of collaboration, accountability, and continuous learning.

Qualification & Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 10+ years of dynamic experience in operations management within a large-scale Global Business Services (GBS) or shared services environment.
• Validated expertise in at least three of the following areas: driving automation (RPA, AI) initiatives, building performance metrics and reporting solutions, continuous improvement methodologies
• Demonstrated capability in leading significant operational transformations and implementing standard methodologies across diverse global teams.
• Strong analytical skills with the ability to translate complex data into actionable insights and present findings clearly to executive audiences.
• Track record of excellent communication, interpersonal, and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strategic problem solver with a hands-on approach to problem-solving and a passion for operational excellence.
• Experience leading and developing high-performing teams in a fast-paced, dynamic environment.
• Strong work-ethic and a self-starter with effective organizational skills
• Communication skills to convey key elements in a concise and positive manner

We’d love it if you also had:

• Entertainment/music industry experience
• MBA or equivalent degree
• Multi-lingual reading/writing fluency
• Experience with Pega Systems, Service Now or similar products
• Lean or Six Sigma designation

Benefits

Health Offerings

• Medical care inclusive of prescription drugs (cost share between employee and employer)
• Dental Care (cost share between employee and employer)
• Vision Care (Employee Paid)
• Near site / Virtual Clinics

Behavioral Health and Caregiving Offerings

• Behavioral Health Service (Mental Health Care)
• Infertility and Family Planning
• Family Support Offerings
• Adoption and Surrogacy Reimbursement Assistance
• Primary Caregiver and Baby Bonding Leaves
• Family Caregiver Leave

Financial Benefit Offerings

• 401(k)
• Hospital and Accident Indemnity Coverage Plans (employer paid)
• FSA and Transportation
• Health Savings Account
• Life Insurance (employer/employee paid)
• Disability Coverage (employer paid)
• Voluntary Plans (employee paid)
• Perks
  • Discounts
  • Auto and Home Insurance
  • Pet Insurance

Paid Time Off

• Flexible Time Off
• Additional Paid Time Off
• Holidays