{"id":3126689,"url":"https://alion.io/job/abb-customer-contact-center-manager","title":"Customer Contact Center Manager","company":{"id":44977,"name":"ABB","domain":"abb.com","url":"https://alion.io/company/abb","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":176,"ghost_share":0,"stale_share":0.676,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cergy, France","Västerås, Sweden","Bengaluru, India","Indonesia","Poland","Germany","Malaysia","Mexico"],"countries":["FR","SE","IN","ID","PL","DE","MY","MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":81000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-24T14:26:14Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.\nThis role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you’ll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment.\nThis Position reports to:\nTechnical Support ManagerWe’re looking for an experienced change manager who is enthusiastic about developing a strong team and driving new technology adoption. In this role you will lead and shape a global Customer Contact Center organization at the heart of our customer journey. Our Customer Contact Center is a global first point of contact for customers and business partners, providing support across technical, sales and other customer-related topics through phone and email. As we continue to build and evolve our Robotics Customer Contact Center, you will transform the function into a key customer experience lever and growth engine. You will combine strong operational leadership with a transformation mindset-leveraging data, digital tools and AI to improve efficiency, service quality and customer experience.\nThe location for the role is global.\nThe work model is hybrid: #LI-Hybrid\nYour responsibilities:\n Lead and develop a globally distributed Customer Contact Center organization (12-15 employees across multiple regions), ensuring high-quality service delivery across time zones and channels.\nDrive the evolution of the Contact Center from primarily transactional operations towards higher-value problem-solving and customer engagement through improved processes and capabilities.\nOwn operational performance, with accountability for productivity, cost, quality, service levels, customer satisfaction and employee engagement.\nStandardize and simplify processes and ways of working, moving from local solutions towards scalable global processes while balancing local requirements.\nLead the team through change, building capabilities, ownership and confidence as responsibilities, technologies and ways of working evolve.\nAccelerate digitalization and continuous improvement, leveraging automation, analytics and emerging AI technologies to enhance customer experience and operational efficiency.\nQualifications for the role:\nUniversity degree in Business Administration, Operations, Industrial Engineering, Customer Experience, or a related field.\n7+ years of experience in contact center operations, including 3+ years leading a contact center team , in a global or multi-country environment.\nProven experience building, scaling or transforming a contact center, with a strong track record in process improvement and standardization.\nStrong operational and people leadership skills, with experience managing performance and leading globally dispersed teams through change and evolving responsibilities, technologies and ways of working.\nGood understanding of modern customer service technologies, including CRM platforms such as Salesforce, automation, analytics and AI.\nStrong stakeholder management and influencing skills, with the ability to navigate a complex, matrixed organization. Fluent English required; additional languages are an advantage.\nWe value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.","description_format":"text","description_chars":3885,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"France","iso":"FR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Power Grid","Industrial Automation","Industrial Robotics"],"lifecycle":[{"event":"open","at":"2026-10-23T02:16:27Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":18,"reasons":["conf:15","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/abb-customer-contact-center-manager","json_url":"https://alion.io/job/abb-customer-contact-center-manager.json","meta":{"generated_at":"2026-10-25T20:55:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29517,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":44977},"rest":"https://alion.io/mcp/rest/get_company?id=44977"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fabb-customer-contact-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fabb-customer-contact-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fabb-customer-contact-center-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/abb-customer-contact-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fabb-customer-contact-center-manager"}]}