Customer Operations Manager

Customer Operations Manager

Corning is one of the world's leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what's possible.

Scope of Position:

Lead the Americas Customer Operations team (encompassing US, Canada, Central & Latin America excluding Brazil) for the Optical Commercial Organization. Establish exceptional standards for operational excellence and continuous improvement while leading a diverse, high-performing team to deliver world-class customer experiences, optimize order-to-cash processes, and drive revenue growth. Build and champion a robust talent pipeline while fostering cross-functional partnerships to promote innovation and advance strategic initiatives. Demonstrate a passion for delighting customers by ensuring every interaction exceeds expectations and reinforces Corning's reputation for excellence.

Key Responsibilities:

• Champion a customer-centric culture that adapts to internal and external changes, demonstrating agility, inclusivity, and collaboration.
• Set strategic direction and execute initiatives to achieve critical KPIs (key performance indicators), leveraging automation and digital tools to streamline service and reduce customer effort.
• Build and strengthen a robust talent pipeline by creating accelerated career development opportunities across Customer Operations, Global Customer Experience, and the broader Corning organization. Champion stretch assignments and growth experiences to develop talent.
• Lead, develop, and empower a team of supervisors and ~100 specialists to provide timely and accurate support, ensuring smooth and impactful customer interactions.
• Oversee hiring, onboarding, and ongoing development to ensure Customer Operations leverages the latest technology and expertise to deliver world-class customer experiences.
• Benchmark performance against best-in-class global customer operations and continually seek opportunities to raise the bar.
• Drive a culture of continuous improvement through iKaizen, performance excellence platforms, and advocacy for positive change.
• Proactively prioritize and align resources to meet evolving customer and business needs across all markets.
• Proactively address performance, attendance, and workload challenges to drive team effectiveness.
• Act as a strategic partner to Sales and a key liaison to Product Line Management and Supply Chain, removing order-to-cash barriers to accelerate revenue and ensure timely business outcomes.
• Serve as the voice of the customer on key business and system initiatives, ensuring process and technology changes deliver superior customer outcomes while safeguarding the effectiveness and sustainability of Customer Operations.

Experiences / Education Required:

• Proven leader in driving organizational change—across people, processes, and technology—while optimizing high-volume operations to deliver measurable results.
• 10+ years of experience in Commercial, PLM, or Supply Chain roles, with demonstrated success leading transformation initiatives and delivering outstanding customer-focused and operational results.
• Skilled at leading teams with diverse levels of experience, with a strong ability to identify and develop talent.
• Demonstrated analytical, communication, and critical thinking skills to effectively solve problems and drive results.
• Passionate about delighting customers and delivering exceptional service in every interaction.
• Fluent in English with excellent verbal and written communication, and the ability to collaborate effectively across functions.
• High energy, strong interpersonal skills, emotional intelligence, and a strong sense of urgency.
• Operational understanding of end-to-end Order to Cash processes.
• Bachelor's degree in a business or technical field required.

Desired:

• In-depth knowledge of Corning products and markets.
• Hands-on experience with Salesforce Service Cloud and SAP.
• Proven leadership experience managing customer operations teams in a business-to-business (B2B) environment.

Key Performance Metrics:

• Customer Satisfaction (CSAT): Measure of customer perceptions and overall satisfaction.
• First Contact Resolution (FCR): Percentage of issues resolved during the initial interaction.
• Customer Effort Score (CES): Assessment of how easy it is for customers to interact with the team and have their request fulfilled.
• Automated Order Processing: Percentage of orders processed through automation to maximize efficiency and increase accuracy.
• Transactional Productivity: Team's efficiency in handling transactions and delivering results.

This position does not support immigration sponsorship.

The range for this position is $103,909.00 - $142,875.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

Corning offers you the total package. Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

• Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.
• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning's total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service.
• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That's why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at accommodations@corning.com.