Operations Account Manager

ABB Inc.; Miles (NC); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health plan options

Dental options

Vision benefit

Life insurance

Short/Long-term disability

Parental leave

Employee assistance program

Employee discount program

Job summary

ABB is seeking a White Glove Customer Support Leader to oversee a team of administrators and specialists across the customer lifecycle, from inquiry to delivery and after-sales service. You will drive service strategy and ensure quality, on-time delivery, while collaborating with sales, operations, factories, and customers to optimize performance.

You will lead continuous improvement initiatives, monitor KPIs, and manage post-sales activities to support growth and high customer satisfaction.

Qualifications

• Bachelor's degree required; Engineering focus preferred.
• 8+ years of experience in Manufacturing, Project Management, Planning, and/or similar roles.
• Proficiency in Excel and PowerPoint; SAP/AMSAP experience; working knowledge of Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, SFC applications preferred.
• Proficiency in English; Spanish a plus.
• Ability and willingness to travel up to 20% domestically and internationally; valid passport required.
• Applicants must have permanent US work authorization.

Responsibilities

• Manage strategic customer accounts and order fulfillment operations, proactive backlog control and delivery optimization.
• Lead cross-functional communication with sales, operations, factories, logistics, and customers to drive satisfaction and resolve escalations.
• Drive continuous improvement by coordinating stakeholders to streamline processes and implement best practices.
• Oversee post-sales support, claims management, and order execution; handle expedites, cancellations, and quality concerns.
• Monitor account performance via KPIs, forecasting, and business reviews; provide insights to mitigate risks and enable growth.

Skills

Leadership

Customer management

Cross-functional collaboration

Process improvement

Excel

PowerPoint

SAP/AMSAP

Power BI

English proficiency

Travel readiness

Education

Bachelor's degree (Engineering preferred)

Tools

SAP/AMSAP

Power BI

EDI

Shop Floor Control (SFC)

Salesforce

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.

Your 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 commitments
• Lead 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 success
• Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycle
• Oversee 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 concerns
• Monitor 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 Dynamics

Our 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 preferred
• 8+ years of Experience in Manufacturing, Project Management, Planning and/or
• 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.

What's in it for you

We 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 bigger.

ABB is an Equal Employment Opportunity and Aff…

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.pdf

As an Equal Employment Opportunity and Aff…

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

Health, Life & Disability

• Choice 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 Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D - 100% employee paid up to maximums
• Short Term Disability - up to 26 weeks - Company paid
• Long 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 insurance
• Paid Parental Leave
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

• Employee discount program

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?