Operations Account Manager

BlackBerry Inc.; Lancaster (TX); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health benefits

401k with company contributions

Employee Stock Purchase Plan

Paid holidays

Job summary

ABB in the United States is seeking a Senior Customer Operations Leader to manage strategic customer accounts and order fulfillment, coordinating with sales, operations, factories, logistics, and customers to drive satisfaction and on-time delivery.

You will lead cross-functional teams, oversee post-sales support and claims, and drive continuous improvement across the customer lifecycle, with travel up to 20% domestically and internationally.

Qualifications

• Bachelor’s Degree required; Engineering focus preferred
• 8+ years of Experience in Manufacturing, Project Management, Planning and/or operations
• Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred
• Proficiency in English; Spanish is a plus
• Ability and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.
• Candidates must already have permanent work authorization that would permit them to work for ABB in the US.

Responsibilities

• Lead a team to handle and coordinate customer support processes from inquiry to delivery and after-sales service
• Manage strategic customer accounts and order fulfillment operations, controlling backlog and optimizing delivery performance
• Lead cross-functional communication with sales, operations, factories, logistics, and customers to drive satisfaction and resolve escalations
• Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes and enhance efficiency
• Oversee post-sales support, claims management, and order execution, handling expedites and quality concerns
• Monitor account performance through KPI management, forecasting, executive engagement, and business reviews

Skills

Excel

PowerPoint

SAP/AMSAP

Power BI

Salesforce

EDI

EWM

Empower

Resilience

COBOL

Shop Floor Control (SFC)

English

Education

Bachelor’s Degree (Engineering focus preferred)

Tools

Power BI

Salesforce

EDI

EWM

Empower

Resilience

COBOL

SFC applications

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.This position reports to:White Glove Customer Support Leader__In this role, you will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.The work model for the role is: Onsite in Mebane, NC or Lancaster, TX with up to 20% travel required domestically and internationally. #LI-OnsiteYour role and responsibilities:Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and ensuring alignment with ABB quality standards and customer commitmentsLead cross-functional communication and issue resolution efforts, partnering with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long-term account successDrive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycleOversee post-sales support, claims management, and order execution, providing effective solutions for complex customer requests while ensuring timely handling of expedites, cancellations, account issues, and quality concernsMonitor account performance through KPI management, forecasting, and executive engagement, facilitating business reviews, collaborating with customers and manufacturing sites, and delivering actionable insights to mitigate risks and support business growth.Our Team DynamicsOur teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.Qualifications for the role:Bachelor’s Degree required; Engineering focus preferred8+ years of Experience in Manufacturing, Project Management, Planning and/or operationsProficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferredProficiency in English; Spanish is a plusAbility and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.Candidates must already have permanent work authorization that would permit them to work for ABB in the US.What's in it for youWe empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something biggerABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfAs an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.ABB Benefit Summary for eligible US employees[excludes ABB E-mobility, Athens union, Puerto Rico]Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn moreHealth, Life & DisabilityChoice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.Choice between two dental plan options: Core and Core PlusVision benefitCompany paid life insurance (2X base pay)Company paid AD&D (1X base pay)Voluntary life and AD&D – 100% employee paid up to maximumsShort Term Disability – up to 26 weeks – Company paidLong Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurancePaid Parental LeaveEmployee Assistance ProgramHealth Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoptionEmployee discount programRetirement401k Savings Plan with Company ContributionsEmployee Stock Acquisition Plan (ESAP)Time offABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.Ready to make an impact?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.