Manager, Channel Support

Who We Are

We’re 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 SLA’s.
• 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: Bachelor’s 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.