Channel Ops & Analytics Manager

Gentex Corp.; Carbondale (PA); On-site; USD 90,000 - 120,000; Full time

Job summary

Gentex Corporation in Carbondale, PA is seeking a Channel Ops & Analytics Manager to lead governance for dealer and distributor programs, pricing policies, and customer data across sales and operations. You will coordinate cross-functional efforts to ensure accuracy, consistency, and scalable processes supporting a premier channel experience.

This role partners with Sales, Customer Service, Marketing, Product Management, Operations, Finance, and Digital teams to strengthen channel programs and

Qualifications

• Bachelor's degree in business, operations, or supply chain, or equivalent.
• Minimum 5+ years in customer service, commercial operations, or channel management.
• Experience with SAP, ERP, CRM systems and data governance.
• Strong cross-functional collaboration and stakeholder management.

Responsibilities

• Lead channel programs for dealers, distributors, and partners.
• Govern customer master data, pricing, and commercial policies.
• Coordinate onboarding and ongoing compliance across functions.
• Develop and improve dashboards and reporting on channel operations.

Skills

Cross-functional collaboration

Data governance

Pricing administration

Channel management

Project management

Analytical skills

Education

Bachelor’s degree in business/operations/supply chain

Tools

SAP

ERP

CRM

Job description

At Gentex Corporation, we’ve created an environment where great ideas and great people can thrive. Leveraging a history that spans over 130 years, Gentex is a global leader in personal protection and situational awareness solutions for defense forces, emergency responders, and industrial personnel operating in high performance environments. Join our multinational team of exceptional and dedicated employees around the world and work on challenging and rewarding projects, grow your skills, and advance your career all while making a positive difference in the lives of our customers. Together, you and Gentex can build a career that’s uniquely yours.

About the Job:

The Channel Ops & Analytics Manager is a cross-functional leader and analyst responsible for the administration, governance, and continuous improvement of the commercial processes, channel programs, and customer data that support Gentex's distribution-based go-to-market model. Working across Sales, Customer Service, Marketing, Product Management, Operations, Finance, and Digital teams, this position serves as the central point of coordination for dealer and distributor programs, customer master data governance, pricing administration, commercial policies, and channel communications. Acting as the central hub for channel information and coordination, this role fosters alignment among Sales, Customer Service, Marketing, Product Management, Operations, Finance, and Digital teams, enabling efficient operations across all customer touchpoints.

This role ensures the organization's commercial infrastructure remains consistent, scalable, and aligned across all customer-facing functions. By providing a single source of truth for channel information, enforcing established commercial policies, and coordinating cross-functional execution, the position enables Sales to focus on demand generation and customer relationships while supporting exceptional experience for the dealers, distributors, and end users.

Key Responsibilities

Channel Operations & Governance

• Channel Program Management – Develop, administer and maintain dealer, distributor, reseller, and channel partner programs in accordance with established commercial policies and business objectives.
• Optimize dealer and distributor programs to ensure compliance, effectiveness, and alignment with organizational objectives.
• Maintain the enterprise customer and channel partner master, ensuring accurate segmentation, classifications, pricing eligibility, partner attributes, and ownership across all customer-facing systems.
• Customer Master & Data Governance - Serve as the primary administrator of channel governance by ensuring consistent application of partner program requirements, commercial policies, pricing structures, and established business rules. Serve as single source of truth for customers and channel information across systems.
• Coordinate dealer and distributor onboarding, agreements, program participation, and ongoing compliance with established channel requirements.
• Facilitate communication between channel partners and internal stakeholders to ensure consistent understanding of commercial programs, policies, and operational expectations.
• Coordinate the resolution of channel-related operational issues and facilitate alignment among Sales, Customer Service, Marketing, Product Management, Operations, and Finance.
• Support the administration and continuous improvement of channel partner communications, documentation, portals, and customer-facing resources.
• Documentation & Communication: Maintain clear documentation of processes, policies, and program guidelines; communicate changes and updates effectively to relevant stakeholders.

Commercial Operations

• Partner with Customer Service, Sales, and Sales Operations to ensure consistent execution of commercial processes, quoting policies, pricing administration, and customer support activities.
• Develop, maintain, and improve commercial policies, process documentation, and Standard Operating Procedures that support operational consistency and exceptional customer experience.
• Coordinate with ERP, CRM, Digital Commerce, and Business Systems stakeholders to support implementation of commercial process improvements and system enhancements.
• Define and maintain customer and channel data governance standards that support reporting, marketing, sales planning, and business analytics.
• Sales Enablement Support: Provide tools, reporting, and guidance that allow Sales teams to focus on demand generation, customer engagement, and relationship management.
• Collaborate with Marketing to maintain accurate channel classifications and customer information supporting communications, campaigns, and partner engagement.
• Support the development of reporting, dashboards, and performance metrics related to channel operations, customer service, and commercial effectiveness.
• Performance Monitoring & Reporting: Track program adoption, effectiveness, and compliance; provide insights and reports to leadership to support informed decision-making.
• Coordinate with Compliance, Finance, and Operations to ensure commercial processes support applicable regulatory, export control, and company policy requirements.
• Identify opportunities to improve commercial processes, reduce administrative complexity, and increase operational efficiency across customer-facing functions.
• Promote adoption of standardized commercial processes and governance practices throughout the organization.
• Support cross-functional initiatives that strengthen the effectiveness, scalability, and consistency of Gentex's distribution-based go-to-market model.
• Serve as a trusted internal resource for commercial process guidance, channel administration, customer master governance, and partner program execution.

Qualifications:

Education

Bachelor’s degree in business, Operations, Supply Chain or related field, or equivalent relevant experience.

Experience

• 5+ years of experience in customer service, commercial operations, channel management, business operations, or a related function.
• Strong cross-functional collaboration and stakeholder management experience to work and influence outcomes with Sales, Customer Service, Marketing, Product Management, Operations, and other business stakeholders.
• Experience leading and supporting business process improvement initiatives, systems implementations, or operational excellence programs.
• Experience utilizing SAP, ERP, CRM, and other business systems to support commercial and customer-facing processes.
• Experience developing and maintaining business processes, policies, and standard operating procedures.
• Expertise in customer data governance, pricing administration and commercial policy enforcement.

Knowledge, Skills & Abilities

• Working knowledge of dealer, distributor, reseller, and channel partner business models within a manufacturing or distribution environment.
• Strong understanding of commercial processes including customer onboarding, pricing administration, channel programs, quoting, customer data management, and partner governance.
• Ability to build collaborative relationships and effectively coordinate activities across multiple departments and levels of the organization.
• Strong organizational skills with the ability to manage multiple initiatives while maintaining attention to detail and process discipline.
• Excellent written and verbal communication skills with the ability to communicate professionally with customers, distributors, dealers, and internal stakeholders.
• Ability to interpret, administer, and consistently apply commercial policies, pricing guidelines, and channel program requirements.
• Strong analytical and problem-solving skills with the ability to identify process gaps and recommend practical improvements.
• Ability to establish and maintain accurate customer and channel partner master data while promoting data integrity across enterprise systems.
• Demonstrated ability to develop documentation, standard operating procedures, and process workflows that improve organizational consistency and efficiency.
• Proficiency in Microsoft Office applications and experience utilizing SAP, ERP, CRM, reporting, and business intelligence tools.
• Ability to influence and hold others accountable to process and guidelines with data, examples, and guidance.

Location

Gentex’s Carbondale facility is located in Northeastern Pennsylvania in Lackawanna County. Carbondale, PA is about twenty miles north of Scranton, PA, 50 miles south of Binghamton, NY, and about 125 miles from New York City and Philadelphia. The area hosts numerous nearby state parks, nature preserves and local colleges and universities, including The University of Scranton and Marywood University. Northeast Pennsylvania is a beautiful area and offers an excellent cost of living. It is a great place to work, meet people, raise a family and live!

Gentex Corporation is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard for any applicable state or federal protected class.

Gentex is an E-Verify Participant. Pre-employment drug/alcohol/background screening is required.