Manager, Digital Operations

The Orchard (a wholly owned subsidiary of Sony Music Entertainment) is a leading music distribution company operating in over 40 markets worldwide – distributing music from independent artists including Ozuna, Skepta, Jorja Smith, and Kelsea Ballerini. With cutting edge operations and an unparalleled global team, The Orchard partners with labels of all sizes to make their music and video available across hundreds of digital and physical retailers around the world. At The Orchard, the focus is to provide a comfortable, social and engaging environment to encourage productivity and creativity.

In this role you will provide broad operational support for The Orchard’s digital distribution systems worldwide, with a focus on supporting internal teams and external DSP partners across APAC.

• →Act as The Orchard’s technical Operations contact in APAC for internal teams (Relationship Management, Rights Management, Business Development) and external digital service provider (DSP) partners.
• →Work in tandem with the rest of The Orchard’s global Digital Operations team to utilize internal systems to ensure timely and accurate delivery of content to DSPs worldwide.
• →Liaise between DSPs and internal Orchard teams to document operational requirements and develop best practices, with a focus on local KR DSPs and use cases specific to APAC.
• →Support review and delivery of global top-priority content: Understand operational goals, make recommendations on product setup and delivery strategy, and highlight areas of concern.
• →Monitor and address multiple Operations support queues in Zendesk: Accurately and efficiently resolve issues within the required SLAs, escalate as needed.
• →Partner internally (Relationship Management, Product & Engineering) and externally (DSPs, 3rd parties) to identify, report and resolve technical issues quickly and accurately.
• →Test and document retail partners’ front and back-end behavior; use findings to write requirements for product development.
• →Liaise with DSPs and internal Product and Engineering teams to optimize throughput.
• →Monitor compliance with DSP specifications and style guides.
• →Provide support for timely Rights Management and Content Protection issues, when needed. 
  

• 5+ years of work experience, preferably in the music or entertainment industry.
• Strong verbal and written communication skills; fluency in Korean and English.
• Strong multitasking and problem solving skills.
• Deadline-oriented and extremely organized.
• Experience managing and resolving support requests in Zendesk or similar.
• Familiarity with XML required; knowledge of DDEX strongly preferred.
• Experience working with CMS and Digital Asset Management (DAM) systems.
• Experience working with international retail partners.
• Flexible team player who assists in a wide range of operations tasks and projects as they arise.
• Ability to work across a multifunctional team successfully.  Experience navigating complex problems while partnering with all levels of the organization.
• Experience with SFTP and S3 clients, Command Prompt programs (including iTunes Transporter), Looker, and SQL.
• Knowledge of audio and video encoding formats.
• Understanding of iTunes and Spotify style guides and scorecards.
• Experience working and communicating with a global operations team.

• You’ll join an inclusive, collaborative, and global community where you have the opportunity to fuel the creative journey.
• A modern office environment designed to foster productivity, creativity, and teamwork.
• We invest in your professional growth & development.