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Escalations Manager

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Date: May 6, 2026

Location: Obispado, NLE, MX, 64060

Company: Corning

Requisition Number: 74895

 

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 Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives, and intercompany issue resolution within a Shared Services environment.

This role owns second-level escalations, audit coordination, and SOP governance, and serves as a technical escalation resource, while driving operational excellence through Root Cause Analysis (RCA), Kaizen, and continuous improvement initiatives.

 

Key responsibilities

 

Escalation & Issue Management

 

  • Act as owner of all second-level escalations, ensuring proper tracking, prioritization, and timely resolution.
  • Oversee and govern issue-tracking tools (Salesforce, Issue Trackers, RIADs, and others).
  • Ensure escalations are properly analyzed, documented, and closed with defined root causes and corrective actions.
    Serve as a technical escalation point for tactical operational issues.

 

Audit & Compliance Ownership

 

  • Act as primary owner of all audit requests.
  • Coordinate responses, evidence collection, remediation actions, and follow-ups.
  • Ensure audit findings are translated into corrective actions and process improvements.

 

SOP Governance & Documentation

 

  • Ensure 100% of SOPs are reviewed and updated at least every two years.
  • Maintain governance over SOP version control, approvals, and compliance.
  • Partner with stakeholders to ensure SOPs reflect current operations and controls.

 

Continuous Improvement & Process Excellence

 

  • Lead the Continuous Improvement Committee.
  • Provide operational guidance and support for ongoing initiatives and projects.
  • Apply RCA and Kaizen methodologies to recurring issues and process inefficiencies.
  • Drive standardization, simplification, and automation across IRO processes.

 

Intercompany Management

 

  • Act as the Intercompany Manager for issue resolution activities.
  • Coordinate with internal entities, regional teams, and stakeholders to resolve discrepancies.
  • Ensure visibility, accountability, and timely resolution of intercompany issues.

 

People & Team Management

 

  • Manage and develop the IRO team, ensuring clear roles and accountability.
  • Provide coaching, feedback, and development plans.
  • Foster a culture of ownership, continuous improvement, and customer focus.
  • Ensure team capacity aligns with escalation volume and business needs.
 
Qualifications
 
  • Bachelor’s degree.
  • At least 5 years of experience in Shared Services, Operations, Issue Resolution, Accounts Payable, Collections, or Process Excellence.
  • Proven experience managing escalations, audits, and cross-functional stakeholders.
  • Strong understanding of Finance Operations.
  • Experience with Salesforce or similar case management systems.
  • Advanced English proficiency.

 

Key competencies & skills

 

  • Strong analytical and problem-solving skills.
  • Expertise in RCA, Kaizen, and Continuous Improvement methodologies.
  • Ability to manage high-pressure escalations with professionalism and urgency.
  • Excellent stakeholder management and communication skills.
  • Strong organizational skills and attention to detailLeadership mindset with a hands-on approach.
  • Ability to balance tactical execution with governance and control.

 

A job that shapes a life. 

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 and in addition to full Mexico statutory benefits, we offer food coupons that ease daily costs, and a structured savings fund to support your long-term financial goals.  

  • Salaried employees are eligible for comprehensive medical and dental coverage. Additionally, all employees are covered by company-sponsored life insurance, total permanent disability protection, paid time off, and have access to our Employee Assistance Program 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. 

 

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at accommodations@corning.com.

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