Director Online Operations (m/f/d)

What is ICE?

ICE is the result of a big vision for the music industry that harnesses years of combined expertise in the multi-territory music market. We are the world’s first integrated processing hub offering copyright, online licensing and processing services.

Our customers include collecting societies, major and independent music publishers and digital service providers such as Facebook, Mixcloud and Soundcloud. We work to help ensure composers and songwriters are compensated accurately and fairly for the use of their Works.

As part of ICE, you will be working with some of the most knowledgeable and dedicated experts in the industry. We collaborate closely with our customers to continuously develop our products and services to ensure the best results.


We are looking for a strong leader who is responsible to meet the needs of a changing landscape of online music processing. This role is about managing the day to day business and streamlining the current processes to ensure greater efficiency.  It also needs to identify the critical system and process improvements, including potential solutions or recommendations.
  • You will create and monitor SLAs and KPIs and report to customers and upper management
  • You will work closely with our location in London to ensure that plans and forecasts are met
  • You will work closely with other internal departments to ensure the customer requirements within Online are met
  • You will work within complex international projects in the online sector, and you will be able to provide insight, opinions and process improvement suggestions to shape the future of music licensing
  • You will lead, manage and motivate your team to go the extra mile


  • Proven operational manager, experience of operating and delivering services with at least five years of work experience, ideally with a music publisher, record label, digital service provider or collecting society
  • Deep knowledge of music copyright online licensing
  • Existing network of contacts within publishers and author societies
  • Proven leadership skills. Experience in inspiring, motivating and leading teams across different locations
  • A customer service attitude and orientation
  • Able to translate theoretical processes and ideas into practical solutions
  • An ability to evaluate complex technical and legal issues
  • Fluent in verbal and written English
  • Professional credibility to work in a multi-disciplined, multi-cultural environment
  • Empathy and cultural understanding to communicate/negotiate to achieve positive outcomes
  • Must have strong communication skills to properly convey the organisational vision and company goals and objectives
  • Must possess the interpersonal skills to deal effectively with all levels of the organisation and work effectively with others in the management team, to resolve interdepartmental issues
  • Ability to resolve conflicts and make decisions to favourably impact the overall business
  • Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; demonstrated organisation and prioritization skills
  • Self-motivated with a bias for action and a keen sense of urgency

We offer:

  • A modern working space in an international environment
  • Free drinks (e.g. Coffee, Tea, Water)
  • Free fruit on a regular basis
  • BVG Ticket (AB)
  • Flexible working times, Monday to Friday

Application Requirements:

We offer you the opportunity of being part of a high performing operations team. This is just the right time to explore the possibilities of a new professional path. Should it really appeal to you, we’re looking very forward to your application (online only, with cover letter, salary expectations and earliest possible start date).