Operations Manager 2 (Channel Operations Manager)

Summary

Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs

Client : Technology and electronics

Title : Operations Manager 2 (Channel Operations Manager)

Location : Englewood Cliffs, NJ (Onsite)

Duration : 6 months (with possible Extension)

Hours per week: 40

Serve as primary service escalation point of contact for customers within assigned sales channels/territories

• Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
• Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
• Recommend policy and process improvements based on findings from cases handled.

Data steward of departmental policy & procedure content, KPIs, and data

• Oversee content management on department SharePoint site
• Responsible for production of department KPIs and ad-hoc analysis requests
• Support implementation and improvement of new and existing department policies, processes, and procedures

Assist department’s customer engagement channels and digital self-service tools

• Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops.
• Support in production and distribution of internal and external newsletters
• Support in implementation of user management and user experience systems; including CRM tools and customer service portals

Candidate Requirements:

• College degree (Bachelor’s) required
• Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
• 4 years of professional experience required
• Ability to identify gaps in procedures/policy and create improvement plans to address
• Ability to drive change in cross-functional and demanding environment
• Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
• Excellent written and verbal communication skills

Education and Years of Experience:

• Bachelor’s degree
• 4 years of experience

Top Skills:

• Analytics, Communication, Project Management.

A reasonable, good faith estimate of the minimum and maximum for this position is $ 30-$32 Hourly on w2.

Benefits will also be available and details are available at the following link:

I am looking forward to speaking with you today.

About us:

Harvey Nash is a national, full service talent management firm specializing in technology positions. Our company was founded with a mission to serve as the talent partner of choice for the information technology industry.

Our company vision has led us to incredible growth and success in a relatively short period of time and continues to guide us today. We are committed to operating with the highest possible standards of honesty, integrity, and a passionate commitment to our clients, consultants, and employees.

We are part of Nash Squared Group, a global professional services organization with over forty offices worldwide.

For more information, please visit us at

Thanks & Regards,

Anil Raj

Sr. IT Recruiter

[email protected]