Customer Operations Supervisor

Job description

Requisition Number: 77729 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. Job Description: We are seeking a highly skilled and motivated Supervisor of Customer Operations to join our team. This position requires an individual who thrives in highly complex environments, is capable of effectively managing multiple tasks, and possesses strong leadership skills. The ideal candidate should also have a strong track record in customer service management and operational excellence. Day to Day Responsibilities: Manage and oversee the team's daily operations and responsibilities, ensuring compliance and responsiveness to customer requirements. This includes ownership of onboarding and training new hires, people and career development, team effectiveness and cohesion, and performance management. Drive deployment and implementation of an optimized process workflow to ensure efficiency and effectiveness. Establish and maintain internal networks of commercial as well as operations contacts to ensure timely resolution of customer requirements. Partner with Customer Operations Management, Program Management, Program Specialists and Sales to develop solutions and communities of practice focused on improving the customer experience through proactive engagement. Maintain understanding of organization and assigned market through engagement with Sales and Marketing. Ensure robust customer/market cross training and the adoption of new processes and tools within assigned teams. Ability to establish credibility and interact in a positive manner with all levels within the business. Monitor and measure key performance indicators for assigned teams. Review workload levels to ensure balance and support coverage. Oversee Salesforce activities which include assigning and monitoring cases when necessary. Actively manage and follow through with escalations. Engage in day-to-day activities including but not limited to, first point of contact for problem resolution, when necessary. Timely follow up to customer feedback from customer satisfaction survey (CSAT). Motivate, develop, and support direct reports through use of existing tools and training activities necessary for success. Manage personnel issues and conflict resolution. Identify and address developmental needs including performance-to-standards plans. Be a proven continuous improvement leader. Identify and initiate action plans, as well as implementing process improvements. Develop continuous improvement mindset within team. Collaborate closely with other Customer Operations management staff to ensure a strong service culture, best practice sharing, and customer support, with the goal of achieving departmental performance metrics and growing all personnel. Represent voice of Customer Operations on key initiatives including but not limited to system changes/upgrades, process changes, major customer integrations, acquisitions, etc. Demonstrate successful track record of change management and continuous improvement. Able to instruct, mentor, and develop change agents within team. Required Education: Bachelor’s degree Required Experience/Skills: Outstanding leadership, communication, and interpersonal skills. Strong emotional intelligence, time management, and problem-solving skills. Excellent project management and communication skills to direct internal teams. Ability to work in a fast-paced, highly complex environment. Proficiency with Windows and MS Office Suite required. Desired Experience/Skills: SAP/ECC and Salesforce navigation experience. Experience with Performance Excellence, Lean, and iKaizen. This position does not support immigration sponsorship. The range for this position is $72,934.00 - $100,285.00 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. ​ 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, 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. 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 .