Operations Manager 2

Channel Operations Manager Job Type: W2 Contract Assignment Length: 6 months Location: Englewood Cliffs, NJ Work Schedule: Fully On-site (5 days/week) Pay Rate: $31.00 - $33.00/hour Summary The Channel Operations Manager will oversee end?to?end service order support across key sales channels, ensuring efficient case resolution and elevated customer satisfaction. This role requires strong analytical capability, cross?functional coordination skills, and the ability to make real?time decisions that align with organizational guidelines. The ideal candidate excels at process improvement, data stewardship, and driving operational excellence across service, sales, and customer engagement teams. Education & Experience Requirements • Bachelor’s degree required • 4+ years of professional experience • Expertise in Field Service, Customer Service, or the Home Appliance / Consumer Electronics industry • Strong skills in: • Microsoft Excel (pivot tables, formulas) • Word & PowerPoint • ERP and CRM systems • Data visualization tools • Excellent written and verbal communication skills • Proven ability to identify process gaps and implement improvement plans • Ability to drive change in a demanding, cross?functional environment Top Skills • Analytics • Communication • Project Management Responsibilities • Channel Service Support & Case Management • Support Retail, Builder, and Distribution channel service orders and exchanges to improve Customer Satisfaction KPIs • Act as the primary service escalation point of contact for assigned sales channels and territories • Liaise with internal teams (Sales, Service, Parts, Exchange & Refund, Product Liability, Technical/Product Support) to expedite escalated cases • Make real?time decisions within corporate guidelines to optimize customer satisfaction • Recommend policy and process enhancements based on case insights • Data Stewardship & KPI Ownership • Serve as the data steward for departmental policies, procedures, KPIs, and documentation • Manage and update all content on the department’s SharePoint site • Produce departmental KPIs and support ad?hoc data analysis requests • Assist in implementing and refining department policies, processes, and procedures • Customer Engagement & Digital Tools Support • Contribute to development of call center training materials, QA guidelines, KPIs, workforce planning, and feedback loops • Support production and distribution of internal and external newsletters • Assist in user management and experience optimization across CRM systems and customer service portals