Customer Operations Manager

Requisition Number: 72359

The company built on breakthroughs. ​  
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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.

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. 

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A job that shapes a life.  

Corning offers you the total package.  

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.