Operations Manager 2 jobs in United States
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EPITEC · 6 hours ago

Operations Manager 2

positionEnglewood Cliffs, NJ
timeContract
remoteOnsite
seniorityMid Level
money$31/hr - $33/hr
date4+ years exp

EPITEC is seeking a Channel Operations Manager to oversee end-to-end service order support across key sales channels. The role focuses on ensuring efficient case resolution and elevated customer satisfaction while driving operational excellence through process improvement and data stewardship.

Information TechnologyStaffing Agency
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H1B Sponsor Likelynote

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

Qualification

Field Service ExpertiseCustomer Service ExpertiseData Visualization ToolsMicrosoft ExcelERPCRM SystemsAnalytical SkillsProject ManagementCommunication Skills

Required

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)
Strong skills in Word & PowerPoint
Strong skills in ERP and CRM systems
Strong skills in 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

Preferred

Analytics
Communication
Project Management

Company

EPITEC

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Epitec is a premier technology services and professional staffing company.
dateFounded in 1978
location
Southfield, Michigan, USA
people-size1001-5000 employees
web-link
https://epitec.com

H1B Sponsorship

EPITEC 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 (189)
2024 (148)
2023 (154)
2022 (266)
2021 (203)
2020 (172)

Funding

Current Stage
Late Stage

Leadership Team

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Mark Ruma
Chief Operating Officer (COO)
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Company data provided by crunchbase