Global Contact Center Leader — AI-Driven Transformation

ABB; México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

ABB is seeking an experienced leader to build and scale a global Customer Contact Center within its Robotics division. You will lead a distributed team across regions, driving higher-value customer engagement and end-to-end experience improvements.

The role emphasizes cross-functional collaboration, change leadership and leveraging data, automation and AI to enhance service quality and efficiency. Hybrid work model offered.

Qualifications

• University degree in Business Administration, Operations, Industrial Engineering, Customer Experience, or related field.
• 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 strong process improvement and standardization.
• Strong operational and people leadership skills, with experience managing performance and leading globally dispersed teams through change and evolving responsibilities, technologies and ways of working.
• Good understanding of modern customer service technologies, including CRM platforms such as Salesforce, automation, analytics and AI.
• Fluent English; additional languages are an advantage.

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 to higher-value customer engagement.
• Own operational performance across productivity, cost, quality, service levels and employee engagement.
• Standardize and simplify processes, moving from local to scalable global processes.
• Lead the team through change, building capabilities and confidence as technologies evolve.
• Accelerate digitalization and continuous improvement using automation, analytics and AI.

Skills

Contact center leadership

Global team leadership

Process improvement

Data-driven decisions

Stakeholder management

Fluent English

Education

Bachelor's degree or higher

Tools

Salesforce

Automation tools

Analytics tools

Job description

ABB is seeking an experienced leader to build and scale a global Customer Contact Center within its Robotics division. You will lead a distributed team across regions, driving higher-value customer engagement and end-to-end experience improvements.

The role emphasizes cross-functional collaboration, change leadership and leveraging data, automation and AI to enhance service quality and efficiency. Hybrid work model offered.