Manager, Digital Operations - The Orchard

About The Orchard

The Orchard is a leading full-service music distribution company operating in 48 markets worldwide and servicing top global independent artists and labels. With cutting-edge operations and an unparalleled global team, The Orchard partners with clients to provide full scale solutions across a variety of verticals. Championed by an exceptional community of music lovers and experts, The Orchard empowers creators to grow and evolve in the dynamic, global industry.

The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.

The Orchard is seeking a detail-oriented and driven Manager, Digital Operations to join our Digital Supply Chain Operations team. This role will focus on supporting 24/7 supply chain continuity, managing weekend escalations, and maintaining seamless digital distribution services. The position works weekends and follows a Thursday to Monday schedule.

Our Digital Supply Chain Operations team oversees and optimizes global end-to-end supply chain processes — from monitoring the flow of digital products to coordinating with regional teams for efficient operations and rapid issue resolution. We operate at the forefront of new business models, continuously evolving our supply chain practices to support innovation and deliver uninterrupted service to our clients.

What You'll Do:

• Take ownership of weekend escalations, quickly diagnosing and resolving a wide range of issues affecting the availability or display of products in The Orchard’s catalog
• Actively monitor supply chain performance during weekend hours, escalating technical problems to internal teams or partners to ensure uninterrupted operations
• Provide dedicated weekend coverage to ensure continuous support, with Tuesday and Wednesday as the preferred days off
• Deliver dedicated support to our offices, clients, and partners across Latin America, addressing region-specific needs and challenges
• Create and manage standardized workflows for routine checks, troubleshooting, and issue escalation in digital content feeds, ensuring consistency in processes, reporting, and communication
• Support training and development initiatives for supply chain operations by sharing knowledge, best practices, and tools to help the team and company succeed in a dynamic, digital-first environment
• Track and report on key performance indicators (KPIs) for digital supply chain operations, supporting continuous improvement efforts around delivery timelines and issue resolution
• Analyze digital supply chain performance data, including insights from the operations support ticketing system, to identify trends, uncover inefficiencies, and highlight opportunities for improvement
• Execute the onboarding process for newly-partnered DSPs by coordinating their integration into our supply chain, ensuring alignment with internal requirements, verifying platform compatibility, and supporting optimal content delivery and performance
• Communicate effectively with stakeholders at all levels, providing updates on project progress, ticket statuses, and supply chain performance
• Collaborate with cross-functional teams, such as Engineering and Relationship Management, to resolve issues and optimize end-to-end digital supply chain processes

Who You Are:

• An interested, proactive problem solver and organized multitasker, with a keen instinct for prioritizing tasks effectively
• Results-oriented, committed to continuous improvement and operational excellence
• An articulate communicator, both verbally and in writing, with the ability to convey complex information clearly and concisely to diverse stakeholders
• An independent self-starter who takes initiative and knows when to seek guidance or ask questions to ensure success
• Knowledgeable about various commercial models and usage types in digital music, with a keen understanding of the unique supply chain challenges they present
• Strong proficiency in Microsoft Excel and Google Workspace 
• Fluency in English and Spanish
• Experience with SFTP and S3 clients, Command Prompt programs (including iTunes Transporter), Looker, and SQL
• Proficiency in content management systems (CMS) to support digital asset management
• Experience collaborating with international partners and teams, fostering strong relationships across cultures
• A solid understanding of audio and video encoding formats
• Knowledge of XML, with familiarity in DDEX ERN preferred, to support industry standards in data exchange

What We Give You:

• You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day  
• A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
• Investment in your professional growth and development enabling you to thrive in our vibrant community.  
• The space to accelerate progress, positively disrupt, and create what happens next  
• We give you the platform to champion positive change, with the opportunity to contribute to our social impact, diversity, equity and inclusion initiatives.
• A benefits portfolio that supports the needs of you and your family, from well-being support and family benefits to paid time off to help you balance work and life.
• Time off for a winter recess

The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.