Global Contact Center Leader — AI-Driven Transformation

ABB; Cergy; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

ABB is seeking an experienced Change Manager to lead a globally distributed Customer Contact Center within its Robotics business. The role focuses on transforming a primarily transactional operation into a high-value, customer-centric center that leverages automation, analytics and AI to improve efficiency and experience.

You will oversee a team across regions, drive standardized global processes, and manage performance, quality and engagement while partnering with stakeholders in a matrixed

Qualifications

• 7+ years of experience in contact center operations, including 3+ years leading a contact center team, in a global or multi-country environment.
• Proven experience building, scaling or transforming a contact center, with a strong track record in process improvement and standardization.
• Good understanding of modern customer service technologies, including CRM platforms such as Salesforce, automation, analytics and AI.

Responsibilities

• Lead and develop a globally distributed Customer Contact Center organization (12-15 employees across multiple regions).
• Drive the evolution of the Contact Center from transactional operations towards higher-value problem-solving and customer engagement.
• Own operational performance, with accountability for productivity, cost, quality, service levels, customer satisfaction and employee engagement.
• Standardize and simplify processes and ways of working, moving from local solutions towards scalable global processes.
• Lead the team through change, building capabilities, ownership and confidence as responsibilities and technologies evolve.
• Accelerate digitalization and continuous improvement using automation, analytics and AI to enhance customer experience and operational efficiency.

Skills

People leadership

Stakeholder management

Change management

Data-driven decision making

Education

University degree in Business Administration / Operations / Industrial Engineering / Customer Experience

Tools

Salesforce

Job description

ABB is seeking an experienced Change Manager to lead a globally distributed Customer Contact Center within its Robotics business. The role focuses on transforming a primarily transactional operation into a high-value, customer-centric center that leverages automation, analytics and AI to improve efficiency and experience.

You will oversee a team across regions, drive standardized global processes, and manage performance, quality and engagement while partnering with stakeholders in a matrixed