Service Owner, Customer Experience:

Hickory 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.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies.  Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes.  IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

Service Owner, Customer Experience will manage and control Commercial IT service strategy over its entire lifecycle from concept to retirement, through design, transition and operation, to ensure it meets demand and delivers expected business value, within agreed gross IT spend and service portfolio parameters. Partnering with Information Technology leaders as well as corporate and divisional business management, this role will facilitate creation and adoption of an innovative technology roadmap to enableCustomer Care functions across the organization to meet their strategic, tactical and operational goals. This role will also facilitate a cross-functional governance process for Commercial IT services for the Optical Communications division. 

Day to Day Responsibilities: 

  • Assess and evaluate new market opportunities for the service, operating model, and associated technologies
  • Guide the creation of innovative solutions on time and within cost objectives
  • Collaborate with Service Line Directors / Managers, among others, to develop, implement, and communicate a service strategy and roadmap that includes plans for expansions, modifications, maintenance, retirement, etc.
  • Partner with Business Engagement and Service Line Directors / Managers to develop business cases and manage expectations about service cost, quality, risk, metrics, delivery and lifecycle requirements
  • Conduct negotiations to resolve conflict between Business Partners, Business Engagement, Service Line Directors / Managers and other Service Owners / Technology managers
  • Manage and monitor service pricing and profitability
  • Partner with Service Level Management and business stakeholders to define, agree upon, and document Service Level Agreements (SLAs) & Operational-Level Agreements (OLAs)
  • Identify new sources of demand for the service by educating and aligning key stakeholders across BUs on the impact of recent and planned changes to the service
  • Monitor service execution to ensure the service is delivered within SLA parameters and Business Partners are satisfied
  • Serve as an initial point of escalation for significant incidents that interrupt service availability or diminish performance
  • Hold internal and external suppliers accountable via formal agreement
  • Work with commercial functional leadership, including Customer Care to participate in setting of IT roadmap, strategy, and goals.
  • Translate the needs of Customer Care to IT applications and services.
  • Foster an environment of collaboration and teamwork between IT and business teams to ensure creation of “best in class” Technology support for the organization.
  • Work closely with company leadership in Customer Care to implement and maintain systems supporting external-facing customer relationships driving customer satisfaction and business growth
  • Manage project portfolio, ensuring funding, ensuring clear purpose, plan and outcomes, project requirements and metrics are clearly defined, projects are resourced appropriately with necessary talent, etc. Provide project oversight by serving on project Steering Committees to ensure projects are being executed properly by resolving problems and removing obstacles.
  • Keep up with current technology, and ensure that the business functions are aware of and/or utilizing the most effective technologies that give the Company a competitive advantage.

 Travel Requirements: Ability to accommodate occasional domestic travel (<25%)

 Required Education and Experience:

  • Bachelor's degree in IT management, computer science, or business management with 5 years relevant experience (or other relevant education with 10+ years relevant experience). MBA is preferred.
  • 5-10 years of IT or equivalent business/industry work experience in a relevant subject area.

 Required Skills:

  • Functional experience with a proven track-record of delivering IT solutions.
  • Broad knowledge of the following: customer care systems and processes (such as SAP CRM), catalog/commerce platforms (such as SAP Hybris), digital/web platforms, business analysis, business process design.
  • Strong communicator and leader with ability to lead teams directly as well as influence outcomes within cross-functional teams
  • Solid project development/management skills. Demonstrated track record of on time delivery within budget; ability to drive projects to successful conclusion using influencing tools
  • Experience managing vendor relationships and dealing with contract negotiations.
  • Effective leadership, organization, and planning skills, with ability to handle changing priorities
  • Self-starter with ability to coordinate and motivate cross-functional and distributed teams.
  • Excellent communications, interpersonal and influencing skills.

 Desired Skills:

  • Experience with technical implementation of SAP Hybris, digital content management, catalog and ecommerce systems, online configurators, CRM systems
  • IT Industry trend awareness, operational management or architecture & strategic direction setting experience will be a plus.
  • Executive presentation skills a plus.
  • Knowledge of Optical Communications industry and product lines a plus

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