Contact Center Support Manager

ABB; Kraków; Hybrid; PLN 280,000 - 560,000; Full time

Job summary

ABB is seeking an experienced Change Manager to lead a global Customer Contact Center within its Robotics division. You will transform the function into a key customer experience lever, combining strong operational leadership with a transformation mindset, leveraging data, digital tools and AI.

The role requires building a distributed team, aligning across time zones, and delivering high-quality service while accelerating automation and process improvements.

Qualifications

• 7+ years in contact center ops, incl. 3+ years leading a team in global/multi-country setup.
• Proven track record in building, scaling or transforming a contact center.
• Strong leadership, with experience managing performance across dispersed teams.
• Knowledge of CRM platforms, analytics and AI.
• Fluent English; additional languages are a plus.

Responsibilities

• Lead a globally distributed Customer Contact Center (12-15 employees across regions) and ensure high-quality service across time zones and channels.
• Drive evolution of the center from transactional to value-driven engagement through improved processes and capabilities.
• Own operational performance including productivity, cost, quality, service levels and employee engagement.
• Standardize and simplify processes, moving to scalable global practices while respecting local needs.
• Lead the team through change, building capabilities and confidence as tech and ways of working evolve.
• Accelerate digitalization with automation, analytics and AI to enhance customer experience and efficiency.

Skills

Contact center leadership

Global operations

Process improvement

Stakeholder management

English fluency

Education

Bachelor's degree in Business Administration

Tools

Salesforce

Automation tools

AI technologies

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 role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:
Technical Support Manager

We're looking for an experienced change manager who is enthusiastic about developing a strong team and driving new technology adoption. In this role you will lead and shape a global Customer Contact Center organization at the heart of our customer journey.

Our Customer Contact Center is a global first point of contact for customers and business partners, providing support across technical, sales and other customer-related topics through phone and email. As we continue to build and evolve our Robotics Customer Contact Center, you will transform the function into a key customer experience lever and growth engine. You will combine strong operational leadership with a transformation mindset‑leveraging data, digital tools and AI to improve efficiency, service quality and customer experience.

The location for the role is global.

The work model is hybrid: #LI-Hybrid

Your responsibilities:

• Lead and develop a globally distributed Customer Contact Center organization (12-15 employees across multiple regions), ensuring high-quality service delivery across time zones and channels.
• Drive the evolution of the Contact Center from primarily transactional operations towards higher-value problem-solving and customer engagement through improved processes and capabilities.
• 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 while balancing local requirements.
• Lead the team through change, building capabilities, ownership and confidence as responsibilities, technologies and ways of working evolve.
• Accelerate digitalization and continuous improvement, leveraging automation, analytics and emerging AI technologies to enhance customer experience and operational efficiency.

Qualifications for the role:

• University degree in Business Administration, Operations, Industrial Engineering, Customer Experience, or a 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 a strong track record in 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.
• Strong stakeholder management and influencing skills, with the ability to navigate a complex, matrixed organization. Fluent English required; additional languages are an advantage.

We value people from different backgrounds.