Service Operations & Continuous Improvement Manager

BlackBerry Inc.; Virginia (MN); Hybrid; USD 119,000 - 190,000; Full time

Benefits offered by this job

Health benefits

401k plan

Paid holidays

Life insurance

Job summary

ABB is seeking a Service Operations & Continuous Improvement leader to drive end-to-end service excellence in the US. You will lead Lean Six Sigma initiatives across the service organization, optimize SAP and Salesforce workflows, and partner with IT and business stakeholders to deliver measurable productivity and customer-satisfaction gains.

You will apply data analytics and best practices to standardize processes, reduce cycle times, and improve financial performance.

Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, Industrial Engineering, or related discipline.
• Minimum 12+ years of experience in service operations, field service, or operations management.
• Lean Six Sigma Black Belt preferred.
• Experience with Salesforce Field Service (FSL) and SAP.
• Experience with Power BI or Tableau.
• Experience supporting digital transformation and business process automation.
• Strong commitment to safety and compliance.
• Proven ability to drive end-to-end service process improvements.
• Experience managing cross-functional projects and stakeholder alignment.

Responsibilities

• Develops, executes, and continuously improves the service operations strategy.
• Leads Lean Six Sigma activities to drive efficiency and customer satisfaction.
• Identifies and delivers improvement projects impacting productivity and financial performance.
• Oversees end-to-end service operations from request to closeout.
• Establishes KPIs and monitors performance and continuous improvement outcomes.
• Optimizes SAP and Salesforce processes to enhance workflow efficiency and data integrity.
• Partners with IT, Digital, and Business to implement system improvements.
• Drives risk management and safety compliance across operations.

Skills

Lean Six Sigma

Cross-functional leadership

Data analytics

Process optimization

Digital transformation

Education

Bachelor's degree in Business/Engineering/Operations

Tools

SAP

Salesforce Field Service (FSL)

Power BI

Tableau

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:Country Service Manager__Your role and responsibilitiesAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration combined with a focus on diversity, inclusion, and equal opportunities are key drivers in our aim to empower everyone to create sustainable solutions.The Service Operations & Continuous Improvement Manager is responsible for overseeing continuous improvement initiatives across the end-to-end service organization. This role is accountable for identifying, analyzing, and implementing operational improvements that enhance productivity, customer satisfaction, process efficiency, quality, and financial performance.The successful candidate will utilize Lean Six Sigma methodologies, SAP, Salesforce, data analytics, and operational best practices to eliminate waste, standardize processes, reduce cycle times, and improve service delivery. The position partners across Service, Sales, Supply Chain, Engineering, Finance, and Customer Support to drive sustainable process improvements, operational excellence, and business transformation initiatives.ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division’s portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world’s largest data center companies with advanced energy-efficient UPS solutions. The Division’s ABB Ability Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.The work model for the role is: Remote/Hybrid {#LI-Remote/Hybrid}, successful candidates will be located in the surrounding area of Richmond, Virginia.Your role and responsibilities:Develops, executes, and continuously improves the service operations strategy, ensuring alignment with overall business objectives and accountability for execution and results.Drives continuous improvement initiatives across the end-to-end service organization utilizing Lean Six Sigma methodologies. Cultivates a culture of continuous improvement, operational excellence, and accountability throughout the service organization.Facilitates Lean Six Sigma activities including value stream mapping, Kaizen events, root cause analysis, and process improvement initiatives that drive operational efficiency, customer satisfaction, and financial performance.Identifies, prioritizes, and delivers improvement projects that enhance productivity, quality, customer satisfaction, and financial performance. Drives measurable business outcomes through productivity improvements, cost reduction initiatives, margin expansion, working capital optimization, and enhanced customer experience.Oversees end-to-end service operations from customer request through service execution, invoicing, and customer closeout. Establishes and monitors key performance indicators (KPIs) to measure operational effectiveness and continuous improvement outcomes.Optimizes SAP and Salesforce processes to improve workflow efficiency, data integrity, reporting, and operational visibility.Manages operational risks while improving the reliability, effectiveness, and scalability of business operations. Develops business requirements and partners with IT, Digital, and Business stakeholders to implement process, reporting, and system improvements across SAP, Salesforce, and related service platforms.Partners with Service, Sales, Engineering, Supply Chain, Finance, and Customer Support teams to improve business performance and customer experience. Accountable for the effective deployment of ABB’s Quality strategy for the area of responsibility.Qualifications for the role:Bachelor's degree in Business, Engineering, Operations Management, Supply Chain Management, Industrial Engineering, or related discipline, combined with a minimum of 12+ years of experience in service operations, field service, operational excellence, continuous improvement, or operations management required.Lean Six Sigma Black Belt preferred.Experience with Salesforce Field Service (FSL) preferred. SAP experience including process optimization, reporting, and business workflow management. Experience with Power BI, Tableau, or similar business intelligence platforms. Experience supporting digital transformation and business process automation initiatives.Strong commitment to Occupational Health and Safety (OHS) and fostering a culture of safety and compliance.Strong knowledge of service operations, operational excellence, continuous improvement, and business process optimization. Proven ability to improve end-to-end service processes, including planning, execution, invoicing, and customer support operations.Demonstrated experience implementing Lean Six Sigma methodologies with measurable operational, customer, and financial results. Expertise in Value Stream Mapping, Root Cause Analysis, Kaizen, process mapping, and structured problem-solving methodologies. Experience managing cross-functional projects and driving organizational change initiatives.Candidates must already have work authorization that would permit them to work for ABB in the US.What's in it for youWe want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.ABB 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.While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between $119,000 and $190,400 annually and is eligible for a short-term incentive plan/annual bonus.ABB Benefit Summary for eligible US employeesGo 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 insuranceParental Leave – up to 6 weeksEmployee 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.