Customer Operations Director

-; Saint-Jean-sur-Richelieu; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

A global leader in electrification, ABB is seeking a Customer Operations Director to optimize operations in Customer Service, Vendor Managed Inventory, and Sales Support. This hybrid role focuses on enhancing customer satisfaction through effective leadership and collaboration. Candidates should possess strong operational strategy skills and extensive experience in customer operations management.

Qualifications

• 5-7 years of experience in a similar role is required.
• Process improvement experience is needed, with Yellow belt in Lean Six Sigma preferred.
• Fluency in English and French is mandatory.

Responsibilities

• Develop and implement strategic initiatives to enhance customer satisfaction and service delivery.
• Cultivate relationships with key clients and address escalated customer issues promptly.
• Lead and mentor teams across multiple service areas and conduct performance evaluations.

Skills

Data analysis

Customer relationship management

Leadership

Operational strategy

Process improvement

Interpersonal communication

Team development

Education

Bachelor's degree in business administration

Tools

CRM software

Inventory management systems

Job description

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world

This Position reports to:
Vice-President of Commercial Operations

We are looking for a dynamic and experienced Customer Operations Director to lead and optimize our operations across Customer Service, Vendor Managed Inventory (VMI), and Front-End Sales. The ideal candidate will be responsible for driving customer satisfaction, enhancing operational efficiency, and fostering collaboration among these critical departments. This role requires a strategic leader with a strong focus on customer-centric solutions and team development.

This position is contributing to the Electrification, Installation Products division of ABB.

The work model is hybrid, with 2 days per week at Saint-Jean-sur-Richelieu and 1 day at Saint-Laurent.

Responsibilities:

• Operational Strategy and Improvement: Develop and implement strategic initiatives to enhance customer satisfaction, service delivery, inventory management, and front-end sales processes. Analyze operational metrics and customer feedback to identify areas for improvement and drive continuous enhancement in service quality.
• Customer Relationship Management: Cultivate strong relationships with key clients, ensuring their needs are met and expectations exceeded across all departments. Address escalated customer issues promptly and effectively, coordinating responses between all departments.
• Collaboration and Cross-Functional Communication: Foster collaboration between Customer Service, VMI, and Sales Support and customers to ensure seamless communication and operational alignment. Work closely with other departments, such as marketing and logistics, to support overall business objectives and customer satisfaction.
• Leadership and Team Development: Lead and mentor a diverse team across Customer Service, Vendor Managed Inventory, and Sales Support, promoting a culture of excellence and accountability. Conduct regular performance evaluations, provide constructive feedback, and support professional development initiatives for team members. Ensure that the area of responsibility is properly organized, staffed, and directed, to support organizational objectives.

Requirements:

• Bachelor's degree in business administration, Management, or a related field.
• 5-7 years of experience in a similar role.
• Proven ability to develop and deploy a customer-focused strategy.
• Ability to analyze data and make informed decisions to drive operational improvements.
• Process improvement experience - Yellow belt lean 6 Sigma (green belt an asset)
• Proven experience in customer operations management, with a focus on Customer Service, Vendor Managed Inventory, and Sales Support.
• Strong leadership and team management skills, with a track record of developing high-performing teams.
• Excellent communication and interpersonal abilities, with a customer-centric mindset.
• Proficiency in customer relationship management (CRM) software and inventory management systems.
• Knowledgeable in the electrical industry field with a strong understanding of the distribution systems/products
• Fluent in English and French (spoken and written). French is required. English is necessary to communicate with clients outside of Quebec.

ABB values the dedication, commitment, and expertise of our employees. As an Employment Equity Employer, we believe in an inclusive and diverse workforce. We are committed to ensuring that our policies and practices align with the Employment Equity Program, aiming for a workforce that is truly representative of the four designated groups:

• Women
• Indigenous peoples
• Members of visible minorities
• Persons with disabilities

ABB is dedicated to providing reasonable accommodation for applicants with disabilities and encourages candidates to self-identify during the application process.