Purpose

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.

Continuous Improvement

• 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.

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.

Contact with Others:

Internal: Regular communication with several departments, including: Business Development, Export Compliance, Engineering, Finance, Inside Sales, Operations, Quality Assurance, Supply Chain, Shipping and Corporate. 

External:  Regular communications with Distributors, Agents, Dealers, and end users who use or sell Gentex products 

Position Supervises:

This position has no supervisory responsibilities

Physical/Mental/Communication Requirements:

Employees are occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee may lift and/or move up to 50 lbs. Specific vision abilities required by the job may include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The individual must have a high level of comprehension, and a high level of general, verbal, written, and numerical intelligence.

Work Environment:

Works majority of the day in a climate-controlled environment, with the exception of or otherwise specified, performing work in the warehouse or manufacturing areas which are subject to changes in temperature and/or noise.

Travel:

Generally, travel is not required

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, recreate, 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.