CSS Manager, Customer Relationship, Americas

Key Responsibilities

• Build and maintain trusted relationships with Corning functions, MAPs, and CSS customers (current and prospective) across the Americas. Serve as the primary contact for their engagements and concerns. Understand customers' processes, priorities, pain points, and goals. Turn these insights into CSS actions. Act as the customer advocate within CSS. Coordinate cross-functional work and drive timely resolution of issues and escalations. Partner with the Innovation Office, Operations, PSO, Solutions & Transformation, Global Process Owners, Regional Leaders, Stream Managers, and business partners. Align customer needs with CSS capabilities and priorities. Identify, shape, and implement new or improved products, processes, and services. Support pre-implementation and post-transition activities, including service documentation and customer feedback. Maintain the CSS solutions catalog (SDDs). Apply leading GBS and SSO practices to help customers reach their goals. Lead marketing and communication plans that position CSS as a strategic partner and thought leader. Share CSS services and success stories. Coordinate the annual charge-out calculations and SLA process. Facilitate customer calls, on-site meetings, quarterly business reviews, and formal reviews at least twice a year. Report results, risks, and growth opportunities to leadership. Run, analyze, and publish customer-satisfaction surveys. Use the results to improve service and set priorities. Champion continuous improvement and disciplined project management, using tools such as iDMAIC and Six Sigma. Coach and train the CSS team to strengthen customer focus. Experiences/Education - Required A minimum of 2 years of related experience Advanced analytical, problem-solving, and consultative skills, with the ability to turn customer insights into practical solutions. Experience in project management and knowledge of process excellence or Six Sigma methodologies. Experience in customer relationship management, consulting, marketing, business partnering, or a comparable customer-facing role. Excellent English communication, active listening, presentation, and stakeholder-management skills. Ability to interact effectively with internal and external customers and with all levels of the organization. Strong customer advocacy and follow-through; willingness to drive timely issue resolution and balanced, risk-aware decisions. Ability to work independently, initiate work, manage changing priorities, and remain effective under pressure. Strong interpersonal skills, organizational agility, and the ability to collaborate across diverse perspectives. Proficiency with Microsoft Office tools. Experiences/Education - Desired Bachelor’s degree in related field Able to work effectively under pressure Effective prioritization skills Knowledge of Corning Enterprise Coaching, mentoring, and teaching capability. Experience in a Global Business Services (GBS) or Shared Services environment. Ability to challenge the current state constructively and lead change across processes and solutions. This position does not support immigration sponsorship. The range for this position is $83,563.00 - $114,900.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. A job that shapes a life. Corning offers you the total package. Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one. Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win. As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning’s total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service. Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family. Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions. We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status. Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at [email protected] .