cyberThink Inc · 1 day ago
Channel Operations Manager
Englewood Cliffs, NJ
Full-time
Onsite
Mid Level
$25/hr - $35/hr
4+ years expcyberThink Inc is a company focused on enhancing customer satisfaction through effective channel operations. The Channel Operations Manager will coordinate among stakeholders to support service orders and exchanges, manage escalations, and oversee departmental policies and procedures.
ConsultingHuman ResourcesInformation Technology
Responsibilities
Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
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
Qualification
Required
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
Company
cyberThink Inc
cyber think is a staffing and recruiting company specializing in IT staffing and recruitment services.
201-500 employees
H1B Sponsorship
cyberThink Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (54)
2024 (49)
2023 (77)
2022 (122)
2021 (156)
2020 (345)
Funding
Current Stage
Growth StageTotal Funding
unknown2025-07-29Acquired
Leadership Team
Ravinder S. Thind
Founder, President, and CEO
James Lombardo
Executive Vice President and Founding Partner
Company data provided by crunchbase