Customer Contact Center Manager

ABB; United States; Hybride; USD 130 000 - 190 000; Plein temps

Résumé du poste

ABB Robotics seeks an experienced change manager to build and lead a global Customer Contact Center. You will steer the function toward higher-value customer engagement, optimize processes, and implement data-driven improvements across time zones and channels.

Reporting to the Technical Support Manager, the role requires strong operational leadership, change management, and expertise in CRM/automation. Hybrid, global work model with cross-regional collaboration.

Qualifications

• 7+ years of experience in contact center operations.
• 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.
• Strong leadership skills and ability to manage performance across dispersed teams.
• Fluent English; additional languages are a plus.

Responsabilités

• Lead and develop a globally distributed Customer Contact Center (12-15 employees across regions).
• Drive evolution from transactional operations to higher-value engagement through improved processes.
• Own operational performance: productivity, cost, quality, service levels, customer satisfaction, employee engagement.
• Standardize and simplify processes, balancing local requirements with scalable global approaches.
• Lead the team through change, building capabilities and confidence as tools and roles evolve.
• Accelerate digitalization, analytics and AI to boost customer experience and efficiency.

Connaissances

Global team leadership

Change management

Customer experience

Process optimization

Stakeholder management

Data analytics

Automation & AI familiarity

Effective communication

Formation

University degree in Business Administration, Operations, Industrial Engineering, Customer Experience, or related field

Outils

Salesforce

CRM platforms

Analytics tools

AI tools

Description du poste

Описание: 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

Задачи:

• 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.

Требования:

• 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.