Manager, Solutions

• Office- first role, in office 4 days a week
• Serve as the primary representative of Orchard’s administrative teams (including legal, finance, and operations) to Orchard clients, addressing issues, gathering feedback, and advocating for client needs within the organization
• Main point of contact for questions pertaining to all operational functions across the organization, serving as a focal point of information and defining internal processes and procedures 
• Work closely with relationship management and rights management teams verifying release metadata compliance and changes to release statuses, including deletions and pricing adjustments.
• Advise on client product logistics and operations and manage complex digital release set-ups in accordance with label and campaign specified needs. 
• Focus on clear, solution based responses to internal and external queries regarding client questions 
• Understand how to troubleshoot problems effectively and identify the right teams to interact with in order to get reliable solutions and answers
• Ability to handle high volume inbound needs from labels and ensure they are being addressed in a timely manner

• 1 year of Zendesk experience preferred
• Prior experience with CRMs preferred, but not required
• Patient and empathetic 
• Effective communicator on phone, email, and in person
• Resourceful, problem solver, and takes initiative - an expert and motivated troubleshooter
• Multi-tasker with supreme attention to detail, follow-through and effective prioritization
• Spanish language fluency preferred, but not required

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 
• Opportunities to connect with our valuable resources, such as our Counsel of Equity & Progressive Action (CEPA), a group created by our employees tasked with developing and implementing innovative solutions to advance a globally-shared goal of ensuring fair and inclusive spaces for all
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching 
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans 
• 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  
• Time off for a winter recess