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Customer Operations Manager, AMERICAS

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Date: Jun 19, 2025

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 68736

The company built on breakthroughs.  
Join us. 

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.   

How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward.  

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.  

Come break through with us. 

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Role Purpose

The Customer Operations Manager plays a crucial role in ensuring the smooth activities of the customer operations teams and their supervisors by providing strategic support and guidance in daily activities. This role requires a proactive leader who can manage escalations, analyze, and report on operational metrics, and collaboratively identify effective solutions to daily challenges. The Customer Operations Manager is dedicated to enhancing the overall efficiency and effectiveness of the customer operations function.

Key Responsibilities

Team Support and Leadership:
- Assist customer operations teams and supervisors in managing daily operations
- Provide coaching and guidance to supervisors to enhance their leadership capabilities.
- Foster a positive and collaborative work environment that encourages team engagement and productivity

Escalation Management:
- Act as the point of contact for handling customer escalations, ensuring timely and satisfactory resolution
- Develop and implement escalation protocols and processes to minimize customer dissatisfaction
- Analyze escalation trends to identify root causes and recommend preventative measures

Operational Reporting and Analysis:
- Compile and analyze operational metrics and reports to assess team performance and identify areas for improvement
- Present insights and recommendations to senior management based on data-driven analysis
- Monitor key performance indicators (KPIs) to ensure teams are meeting service level agreements (SLAs)

Problem Solving and Decision Making:
- Identify and evaluate potential solutions to daily operational issues, ensuring optimal outcomes
- Collaborate with cross-functional teams to implement solutions effectively
- Develop and maintain a knowledge base of best practices for resolving common operational challenges

Required Education

Bachelor's degree in Business Administration, Management, or a related field
Proven experience in customer operations and team management
Strong leadership, communication, and interpersonal skills
Demonstrated ability to handle escalations and solve complex problems effectively
A strong passion and unwavering commitment to delight our customers

Pay Grade: Grade C

Employee Referral Amount: $1,500.00 USD

Nearest Major Market: Charlotte

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