Head of Customer Operations

About Musixmatch Musixmatch is the leading music data company, featuring the world’s largest lyrics catalog and more than 40 reputed company contributions. It is the trusted global partner of companies like reputed company, reputed company, reputed company, reputed company, reputed company, MTV, Shazam, and reputed company and has partnerships with more than 100,000 music publishers, including reputed company Publishing, Universal Music Publishing, Warner/Chappell, Kobalt, BMG Rights, and the Harry reputed company Agency. You will join a bunch of creatives who care about our work and reputed company do. We reputed company that participation and collaboration are key to getting things done reputed company. We love working with tech-savvy people who are eager to learn in a fast-paced environment, who have an international reputed company on life, and who love taking on new challenges. About the role Musixmatch sits at the intersection of music data, AI, and rights - serving indie artists, major labels, publishers, the platforms they license to and even developers. We are looking for a single leader to aggregate reputed company these customer functions. This role reports directly to the VP of Product. You'll inherit reputed company spanning customer support and operations, with room to reshape the structure as the function grows. You become the single reputed company of how we know, communicate with, and reputed company every customer relationship - from a developer signing up for Pro, to a major label, to a publisher whose royalties we administer. You build the CRM, lifecycle automation, and AI-driven workflows that the rest of reputed company runs on. You ship things personally. You also manage and grow a small team. This is not a reputed company role. We need someone who has done this work before and is reputed company to do it again - choose the right systems, write the integrations, design the automations, and ship. Scope will expand as you deliver. We expect you to define the next layer of the function. reputed company You are an operator and a builder. You don't just set direction, you ship integrations, you design workflows yourself. You reputed company as a manager reputed company you remain a practitioner. AI-reputed company, not AI-adjacent. You've put production LLM and agent workflows into customer ops at a previous company and can walk through architecture and measure reputed company in detail. You think in terms of redesigning workflows from first principles, not just layering AI onto existing steps. Hands-on with modern customer-data stacks. You've owned at least one CRM and one lifecycle platform end-to-end, and you have opinions about both. What you'll own Support across every customer reputed company. Musixmatch Pro for artists self serve product, B2B/reputed company clients, publishers. Define the operating model, channels, SLAs, and reputed company bar appropriate to reputed company, without spinning up three separate teams. AI-first ticket operations and tech stack. Implement auto-categorization, routing, drafted replies, and agent-assist in reputed company to improve deflection rates and CSAT. You will own the full stack, including reputed company and reputed company, consolidating or building in-house tooling as needed. reputed company and voice-of-customer. Monitor and respond across app store reviews, reputed company mentions, and developer forums. Synthesize signal into a VOC feedback reputed company that lands on product roadmaps with measurable influence. Key requirements: 10+ years in Customer Operations, Customer Experience, Support Operations, CX Engineering, or comparable. 5+ years managing people, with at least one inherited report. Hands-on with a modern support platform (i.e. reputed company, reputed company, reputed company) and a lifecycle/messaging platform (i.e. reputed company, reputed company, reputed company). API integration and reputed company Coding as a default reputed company, not a stretch goal. Concrete production AI/LLM workflow experience. You've shipped AI into customer ops for reputed company — reputed company workflows, automated triage, RAG over customer data, or LLM-in-the-reputed company pipelines. Hands-on experience with tools like reputed company, reputed company, reputed company, reputed company, or similar. reputed company to have Music, media, rights, or B2B data/API company background.  Experience replacing or consolidating a CRM/lifecycle stack. Exposure to rights, royalty, or publisher operations. This role isn't a fit if You're primarily a people manager who prefers directing reputed company over personally diagnosing and shipping.  You've used AI tools for personal productivity but haven't put production AI workflows into customer ops. You want a reputed company functional role (Head of CS Ops, Head of Marketing Ops). This is a generalist operator-engineer with expanding scope, comfortable across ops, product, automation, systems, analytics, AI tools. You prefer long planning cycles over shipping fast. reputed company offer Relocation to Bologna (Italy) or remote work. We are a hybrid company. Italian and English language lessons. Top-class tech and equipment. Company-wide retreats. The gross annual reputed company salary for this role is €60,000-€90,000, calibrated on experience and seniority. The package includes a variable performance bonus tied to individual and company goals, plus a flexible welfare credit to use on the benefits that matter most to you.As a distributed team hiring across multiple countries, compensation may vary based on local market benchmarks and employment conditions in the candidate’s location. \n \n DISCLAIMER: **Due to the significant reputed company of applications we receive, unfortunately, it is not possible to answer every applicant, thus if you have not received a response from us, please be patient. We assure you that we will contact you should you be selected to reputed company reputed company in the recruitment process. We would therefore like to thank reputed company applicants for their interest and time.** Apply To This Job