Customer Care Manager:

Charlotte North Carolina

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

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.

Day to Day Responsibilities

  • Supervise the day-to-day operations of Customer Care individuals in the performance of their responsibilities, ensuring compliance and responsiveness to customer requirements. This includes ownership of team development, succession planning, people and career development and performance management. 
  • Oversee the development and implementation of an optimized process workflow to drive efficiency and effectiveness. 
  • Establish and maintain internal network of commercial and operations contacts to ensure coordination with business sales strategy. Partner with Sales team to ensure accurate understanding of VOC and to reach agreement regarding roles and responsibilities across channels. 
  • Ensure robust customer/market cross training and the adoption of new processes and tools within assigned teams 
  • Develop and maintain key performance measures for assigned teams 
  • Support preparation of budget associated with appropriate staffing levels. Monitor and control expenditures as appropriate. 
  • Direct, motivate, develop, and support Team Leads or assigned personnel providing the tools and training necessary for success. 
  • Collaborate closely with other managers and team leaders within department to ensure strong service culture, idea sharing, and customer support, with the goal of achieving departmental performance metrics and growing all personnel. 
  • Represent voice of customer care 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 department.

Required Skills and Qualifications

  • Four-year degree required
  • Minimum of 4-5 years of supervisory or leadership experience required. 
  • Proven leadership skills – including the ability to negotiate and resolve issues across multiple organizations within the business 
  • Proven history of managerial expertise – including the ability to lead by example, navigate conflict resolution, motivate, mentor and coach 
  • Strong demonstrated communication, time management, and problem solving skills 
  • Excellent project management and communications skills to direct internal teams 
  • Proficiency with Windows and MS Office Suite required. SAP/ECC and CRM navigation experience preferred. 
  • Experience with Performance Excellence, Lean, and iKaizen preferred

We prohibit discrimination on the basis of  race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

Basic Qualifications