Specialist, Member Services

Are you interested in helping create a brand-new, purpose-driven company in the music industry? Do you thrive in a collaborative, entrepreneurial environment?  If you do, we’d like to get to know you. ​

WORKING AT THE MLC​

The Mechanical Licensing Collective (MLC) is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable, and our office environment is open. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

THE ROLE

In this role, you will provide a world-class experience to publishers, administrators and self-administered songwriters that have complex needs around works registration, overclaims & disputes, catalog transfers and other applicable questions. Additionally, you will handle executive escalations that require higher-touch support. The Specialist, Member Services will partner closely with our VOC Team to ensure processes are defined and documented; the voice of the Member is considered in the development of new policies; and to provide swift resolution to the Members that they work with. 

QUALIFICATIONS​

• Minimum 3 years’ music publishing experience required
• Customer-facing, account management and project management experience required
• Strong knowledge of music publishing, mechanical licensing and royalties, and copyright
• Quantitative and qualitative analysis with advanced problem-solving skills
• Strong written and verbal communication
• Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback

ESSENTIAL RESPONSIBILITIES​

YOU WILL SUPPORT MEMBERS OF THE MLC BY:

• Building strong relationships with The MLC Members by providing world-class service and resolving complex Member inquiries
• Communicating confusing or complicated scenarios to Members that are not well-versed in mechanical licensing
• Modeling an empathetic approach to Member success that centers around building trust and removing barriers
• Identifying and removing waste in the Member process journey, and conducting ongoing assessment of tools, systems, process outputs and KPIs
• Supporting our Marketing team with in state or out-of-state outreach events as needed

YOU WILL LEAD WITH PURPOSE BY:

• Conveying the Member experience and its drivers to a variety of audiences in a way that is concise and impactful
• Making data-driven recommendations for changes and championing continuous process improvement
• Work collaboratively across functional teams to develop and execute on a shared vision
• Extracting and integrating insights from multiple sources — qualitative and quantitative research findings, process output, analytics, Member feedback, ideation, strategic directives. Be able to formulate recommendations based on those insights

YOU WILL CHAMPION THE MLC’S CULTURE BY:​ 

• Applying The MLC’s Guiding Principles to your work and your behaviors
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Engaging in a diverse and dynamic team; continuing with personal development
• Inspiring others with your enthusiasm and humility

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THAT COMMITS TO PURSUING, HIRING, AND CELEBRATING A DIVERSE WORKFORCE AND CREATING AN INCLUSIVE ENVIRONMENT. THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION