Senior Operations & Customer Success 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

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.