Customer Operations Supervisor: Lead CX & Process Excellence

Corning Inc.; Charlotte (NC); On-site; USD 73,000 - 100,000; Full time

Benefits offered by this job

Company bonuses

Pension plan

Health benefits

Paid time off

Life insurance

Disability benefits

Employee Assistance Program (EAP)

Recognition program

Job summary

Corning Inc. in Charlotte, NC is seeking a highly skilled Supervisor of Customer Operations to lead a team in a fast-paced, complex environment.

The role focuses on customer service management, process optimization, and cross-functional collaboration across Sales, Program Management, and Operations. The ideal candidate will demonstrate strong leadership, strategic thinking, and a track record of continuous improvement, while managing performance, training, and change initiatives within the

Qualifications

• 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.
• SAP/ECC and Salesforce navigation experience.

Responsibilities

• Manage and oversee the team's daily operations and responsibilities, ensuring compliance and responsiveness to customer requirements.
• 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.
• 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.
• 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.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Project management

MS Office

Windows

Tools

Salesforce navigation

SAP/ECC

Job description

Corning Inc. in Charlotte, NC is seeking a highly skilled Supervisor of Customer Operations to lead a team in a fast-paced, complex environment.

The role focuses on customer service management, process optimization, and cross-functional collaboration across Sales, Program Management, and Operations. The ideal candidate will demonstrate strong leadership, strategic thinking, and a track record of continuous improvement, while managing performance, training, and change initiatives within the