Commercial Operations & Customer Service Director

About the Role The Commercial Operations & Customer Service Director leads the operational infrastructure that supports Corning's Solar MAP commercial organization. The role oversees customer service, order management, logistics coordination, traceability execution, commercial systems, data governance, and business process management across semiconductor, solar polysilicon, solar wafer, module, and chemical commercial operations. This position is the primary owner of commercial execution systems and processes, including MS Dynamics, customer service workflows, traceability documentation standards, commercial reporting, and operational performance metrics. The Director partners closely with commercial leaders, finance, legal, manufacturing, supply chain, quality, and information technology to improve execution speed, data quality, customer satisfaction, and compliance readiness. What You'll Do

• Lead the customer service organization supporting semiconductor and solar polysilicon, solar wafer, module, and chemical commercial teams. Establish service-level expectations and operational performance metrics for customer responsiveness, order management, and issue resolution.
• Drive order management process consistency across MAP business lines while supporting product-specific commercial requirements. Serve as escalation point for customer service issues impacting delivery performance, customer commitments, or internal execution.
• Partner with Commercial Directors to align customer priorities with operational execution without taking ownership of pricing, allocation, or commercial commitments.
• Lead logistics coordination that supports customer deliveries and commercial commitments. Coordinate with planning, manufacturing, supply chain, commercial, and customer service teams to support delivery reliability.
• Develop standardized processes for shipment coordination, order execution, and service handoffs. Establish performance metrics for delivery reliability, cycle time, and customer support effectiveness.
• Drive continuous improvement initiatives focused on workflow efficiency, working capital support, process cycle time, and service reliability.
• Lead execution of traceability, domestic content, and commercial compliance documentation processes across the Solar MAP. Establish and maintain documentation standards supporting customer requirements, regulatory obligations, commercial claims, and audit readiness. Oversee traceability response processes to ensure compliance and audit readiness.