HSDC Customer Experience Program Manager

Corning•Charlotte, NC

23h•Onsite

About The Position

Corning is a world leader in glass, ceramic, and materials science, with technologies that push the boundaries of what's possible. The Optical Communications segment has evolved into a comprehensive provider of industry-leading optical solutions. This segment is divided into carrier network and enterprise network product groups, serving a broad range of communication needs. The HSDC Customer Experience Program Manager will provide strategic account management support to ensure the delivery of established strategies, fulfill customer expectations, and achieve deep and ongoing customer access. This role involves close collaboration with cross-functional teams including Supply Chain, PLM, Manufacturing, Quality, Engineering, and Finance to coordinate support for assigned customers, mitigate risks, and ensure stakeholder satisfaction. The position also requires managing and overseeing the daily operations and responsibilities of the CEx Program Specialists for assigned accounts. This is a customer-facing role demanding frequent engagement with various customer functions and partners. The ideal candidate is highly motivated, excels at project monitoring and driving closure, and possesses an energetic, enthusiastic, problem-solving, and extremely organized demeanor.

Requirements

4-year degree & 5+ years of relevant work and leadership experience
Experience engaging with diverse organization levels of experience (from entry level to experienced)
Experience driving organization change (people, process, technology)
A working knowledge of how to strategically and financially evaluate opportunities and corresponding ability to communicate recommendations
Strong data mining and analytical skills required to build confidence in data communicated to leadership and with customers (SAP, SFDC, RESCUE, Power BI Data Visualization…)
Presentation skills – executive level packaging and experience presenting to leadership
Direct customer engagement experience - presenting, negotiating, and/or training on strategic platforms
Proven ability to identify and lead improvement initiatives that deliver process efficiencies and deliver a best-in-class customer experience

Nice To Haves

5+ years of account management experience working with strategic accounts
Multiple experiences within Commercial, Supply Chain, Marketing, Operations, or PLM
Relationship management
Strong verbal and written communication skills
Highly organized and motivated to learn
Ability to lead numerous projects simultaneously
Collaborative mindset while working with a cross-functional team
DMAIC Green Belt certification

Responsibilities

Provide program management support for a Hyperscale Data Center customer.
Act as an account program team leader, responsible for customer-facing commercial business review topics, customer/internal reporting, internal executive oversight, Blackbook planning, and long-range planning.
Leverage strategic platforms, automation, and digital capabilities to reduce effort and improve service for customers.
Support contract negotiations and track monthly progress against existing contracts to manage price break timing.
Assume ownership of orders, products, or projects requiring higher touch points than standard products.
Manage and oversee the CEx Program Specialists’ daily operations and responsibilities, including onboarding and training new hires, people and career development, team effectiveness and cohesion, and performance management.
Act as a continuous improvement leader, identifying and initiating action plans, implementing process improvements, and developing a continuous improvement mindset within the team.