HSDC Customer Experience Program Manager

Corning•Charlotte, NC

3d•$112,402 - $154,553•Onsite

About The Position

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.

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 strategic account management support to ensure we deliver on the strategy established by the Global Account Manager, fulfilling all customer expectations and achieving deep and ongoing customer access
Partner closely with cross functional teams including Supply Chain, PLM, Manufacturing, Quality, Engineering and Finance. Coordinate all aspects of support for assigned customer(s) to mitigate risk and ensure stakeholder satisfaction.
Manage and oversee daily operations and responsibilities of the CEx Program Specialists for assigned account.
The role is customer facing and requires frequent engagement with various functions at the customer(s) level, as well as their partners.
In this managerial role, you will provide program management support for one of our Hyperscale Data Center customers.
Program management includes account program team leader, 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 to delight our customers.
Support contract negotiations; track monthly progress against the existing contract to manage price break timing.
Assume ownership on subset of orders/products/projects that require higher touch points than standard products.
Manage and oversee the CEx Program Specialists’ daily operations and responsibilities. This includes ownership of onboarding and training new hires, people and career development, team effectiveness and cohesion, and performance management.
Be a proven continuous improvement leader. Identify and initiate action plans, as well as implementing process improvements. Develop continuous improvement mindset within the team.