Director, Case Services & Resolutions

About SoundExchange SoundExchange is the largest global neighboring rights organization in the world, redefining how creators in the music industry get paid. By turning data into fast, accurate revenue for artists and rights owners, we have collected and distributed more than $13 billion in digital performance royalties to date on behalf of more than 800,000 music creators. S.

government to administer the Section 114 sound recording license, SoundExchange seamlessly collects and distributes digital performance royalties from platforms like Pandora, SiriusXM, iHeartRadio, and thousands more, as well as all available international performance royalties through a strong global partnership network. Title: Director, Case Services Customer Resolutions Department: Customer Services Job Location: Washington, DC (on-site Tuesdays and Wednesdays) Reports To: Vice President, Customer Services Supervisory Role: Yes FLSA Status: Exempt Position Summary: The Director, Case Services Resolutions, in the Customer Services Department, leads a combined organization responsible for complex escalations, quality assurance, fraud prevention and remediation, and customer dispute and overlap resolution. This leader oversees three management-level direct reports; the Senior Manager of QA and Case Services, the two Managers of Customer Resolutions, and provides strategic direction to their teams to ensure efficient processes, consistent service levels, and high-quality outcomes.

In this capacity, the Director is accountable for ensuring that the Case Services and QA team handles escalated cases, outreach initiatives, and ongoing special projects with accuracy and timeliness, while also reviewing the quality of work across Customer Services to uphold high performance standards. The Director represents their group as a member of the Customer Services senior management team and works closely with the Vice President of Customer Services and other senior leaders to develop and execute strategic initiatives. This includes consulting on enterprise-wide priorities, contributing subject matter expertise to the design and testing of new systems and tools, and collaborating with peers across Operations, Legal, Finance, Technology, and Industry Relations to improve processes and strengthen customer trust.

The Director also provides hands-on leadership to their managers, ensuring clarity of expectations, alignment of priorities, and accountability for results, while fostering a collaborative culture that emphasizes professional growth, problem solving, and exceptional customer service. Essential Functions: Supervise 3 manager-level leaders; set priorities and align resources across Case Services, QA, and Customer Resolutions. Own KPIs for escalations, dispute resolution cycle time, QA quality thresholds, and fraud risk metrics; report regularly to leadership.

Coordinate cross-functional escalations; serve as final internal escalation point for critical issues. Guide the QA program to monitor and improve quality across Customer Services; lead special outreach projects as needed. Develop, propose, and execute process improvements, drive change management and staff development across the group.

Represent Case Services Resolutions within the Customer Services senior management team.