Global Contact Center Leader — AI-Driven Transformation

ABB; United States; Hybrid; USD 130,000 - 190,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Global team leadership

Change management

Customer experience

Process optimization

Stakeholder management

Data analytics

Automation & AI familiarity

Effective communication

Education

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

Tools

Salesforce

CRM platforms

Analytics tools

AI tools

Job description

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.