Manager, Channel Support

About Crunchyroll

WE HELP EVERYONE BELONG

ITS OUR PURPOSE

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community

We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave

Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, its powered by the anime content we all love

Join our team, and help us shape the future of anime!

Who We Are

Were a cast of characters working to shine a spotlight on anime

Crunchyroll is an international business focused on creating both online and offline experiences for fans through content (licensed, co-produced, originals, distribution), merchandise, events, gaming, news, and more

Visit our About Us pages for more information about our collection of brands

The Manager of Channel Support for the Data Governance team for Crunchyroll will lead the Channel Support team, ensuring efficient and effective resolution of data-related issues and supporting the seamless operation of ALC Channels

This role is critical for managing the remediation processes for production issues related to avails, metadata, and artwork deliveries to channels

The Manager will report directly to the Director of Data Governance and work closely with various internal and external stakeholders to ensure high-quality support and data integrity

Job Summary

Issue Resolution: Oversee the debugging of issues reported by channel partners, determine if issues are data-related or system-related, and triage issues to the appropriate development and business teams

Ensure timely manual resolution of issues to meet Channel SLAs

Urgent Request Handling: Manage out-of-band urgent requests that fall outside the defined system SLAs

Manually update individual channel portals as needed, such as updating metadata for high-priority titles

Schedule Management: Act swiftly to manage last-minute schedule changes, typically within 30-60 minutes, and address internal clerical errors such as missing exception schedule instructions or unnotified content programming by licensors

Reporting and Escalation: Generate weekly reports on ongoing issues and escalate necessary system changes

Reevaluate processes as required to improve efficiency and effectiveness

Data Analysis and Reporting: Download, analyze, and manipulate large datasets using Excel to debug issues and validate resolutions

Create reports, visualizations, and dashboards to present insights and findings to stakeholders

Team Leadership: Lead and manage a team of Channel Support Analysts, ensuring they are well-trained and equipped to handle day-to-day issue resolution

Foster a collaborative and high-performance team environment

Collaboration: Work closely with the Data Governance team, Enterprise Technology, Deal Management, CDEAR, COPS, CDI, and FP&A teams to ensure data accuracy and seamless support for channel operations

Requirements

Education: Bachelors degree in Business Administration, Information Technology, or a related field, or comparable experience

Experience: Minimum of 5 years of experience in data management, supply chain, or a related field, with at least 3 years in a leadership role

Strong analytical and problem-solving skills with the ability to handle large datasets

Excellent organizational and time-management skills

Proficiency in data management tools and advanced Excel skills

Exceptional communication skills, both written and verbal

Ability to work collaboratively with cross-functional teams and manage multiple priorities

Strong understanding of digital supply chain processes in the media and entertainment industry

The position will be based in Hyderabad (India)

This role is essential in ensuring the efficient and effective operation of our digital supply chain, supporting the successful launch and ongoing operations of ALC Channels, and maintaining high standards of data quality and integrity

About Our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do

We value

Courage

We believe that when we overcome fear, we enable our best selves

Curiosity

We are curious, which is the gateway to empathy, inclusion, and understanding

Service

We serve our community with humility, enabling joy and belonging for others

Kaizen

We have a growth mindset committed to constant forward progress

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion

It's just the way we do business

We are an equal opportunity employer and value diversity at Crunchyroll

Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc, both subsidiaries of Tokyo-based Sony Group Corporation