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:
Global Sales Support Leader

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Your role and responsibilities

The role is accountable for driving global continuous improvement, operational excellence, and digital enablement across the Global Contact Center (GCC). It ensures strategic alignment with ABB global priorities, delivers measurable performance and cost improvements, and accelerates value creation through process ownership, analytics, AI enablement, and system governance.

The work model for the role is: Hybrid #LI-Hybrid

This role is contributing to the Global Contact Center services.

You will be mainly accountable for:

• Lead the global GCC continuous improvement strategy aligned with ABB's operating model, embedding a performance-driven culture across regions and functions through benchmarking and change leadership.
• Own the GCC performance management framework by translating AI and operational data into executive insights and governing standardized KPI dashboards (Power BI, Salesforce) for decision-making and resource allocation.
• Act as global process owner for GCC operations, defining and standardizing processes, driving workflow optimization, automation, and escalation improvements to improve safety, quality, delivery, inventory, and cost.
• Own GCC knowledge management, training, repositories, and webpages, and serve as Salesforce process authority governing inquiry workflows and SFDC enhancements.
• Ensure effective deployment and performance of GCC systems and tools (e.g., Salesforce, CTI), governing data integrity, documentation, and repositories to support reporting, audits, and communication.
• Lead high-impact improvement initiatives using structured problem solving and Gemba, removing execution barriers and building capability through SOPs, training, and toolkits to scale new processes and AI adoption.

Qualifications for the role

• Proven experience in Continuous Improvement / Operational Excellence / Lean transformation in a complex global environment.
• Strong expertise in KPI management and service quality improvement, including NPS, PSQI, and customer feedback loops.
• Advanced analytics and BI skills, with strong Power BI and Snowflake expertise in global dashboard design across KPIs, volume, quality, and HR.
• Strong Salesforce CRM governance expertise (Lead, Case, Opportunity, Campaigns), SFDC reporting, change requests, and UAT; contact center tools experience is a plus.
• Experience developing SOPs, training paths, onboarding materials, and knowledge content using platforms such as Sitefinity or Adobe.
• Strong change management and cross-functional influencing skills; confident English communicator (written/spoken), additional languages are a plus.

More about us

• Opportunity to drive impactful improvements in a global technology leader
• International environment with strong development opportunities
• Collaborative culture and professional growth in Lean and Operational Excellence
• Competitive compensation and benefits

For more information, please contact Talent Partner Eleri Kartau, +372 5680 1332

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.