Based in Nashville, TN the Americas Center Lead will lead, manage, and develop the Americas Global Business Services Center (GBSC) driving towards a superior customer experience as it relates to internal and external customers, vendors and corporate partners.

• Lead and coordinate the provision of timely and high-quality service delivery to the business
• Lead a team responsible for service areas; be hands-on and ensure they are fully leaning into their roles and responsibilities
• Actively participate in strategy, decision making and implementation across WMG
• Lead and develop the GBSC team to continually drive quality, harmonies and efficiency improvements
• Serve as a final point of escalation/decision making for the issues/operations within the Americas GBSC
• Establish the level of service and expertise required for service delivery in line with WMG requirements
• Liaise with partners and offshore resources to ensure service level agreements (SLAs) are met and budget is achieved
• Continually measure outputs, capability and success criteria of the GBSC
• Partner with GBSC Leads from other regions to share “leading practice ideas” and drive continuous improvement
• Create and run a budget covering the operations
• Build, drive and sustain dedication teams and processes
• Analyze problems and make decisions in a timely manner
• Conduct regular reviews of performance for direct reports
• Ensure employee satisfaction and retention of high-performers
• Find and implement opportunities for continuous improvement and to move work from the central business to the service center

• You have a Bachelor’s Degree in Business, Finance, Operations or a related field
• You have 15+ years of leadership experience in a similar position
• You have proven experience in leading and/or facilitating a large scale organizational transformation (people, process, and technology)
• You have experience managing a shared service center
• You have knowledge of SAP
• Have a customer service mindset and ensure excellent satisfaction rating

We’d love it if you also had:

• Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
• Problem solving, decision making, and continuous process improvement skills
• Ability to multi-task and prioritize projects. Ability to work under pressure and meet deadlines
• Partnering, influencing, and communication skills to convey key elements in a concise and positive manner
• Ability to work proactively, independently, and as a strategic partner in a team environment
• Demonstrated critical thinking and dedication to deepening understanding of work being done
• Spoken/written language skills beyond English (Spanish/Portuguese)