Customer Operations Supervisor

Corning•Charlotte, NC

1d•$72,934 - $100,285

About The Position

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. Our technologies push the boundaries of what’s possible. The Optical Communications segment has 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. 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.

Requirements

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.

Nice To Haves

SAP/ECC and Salesforce navigation experience.
Experience with Performance Excellence, Lean, and iKaizen.

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.