Customer Operations Director
Customer Operations Director
At 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.
Write the next chapter of your ABB story.
This is a position with grade
10
This position reports to
Vice-President of Commercial Operations
Your role and responsibilities
We are looking for a dynamic and experienced Customer Operations Director to lead and optimize our operations across Customer Service, Vendor Managed Inventory (VMI), and Front-End Sales. The ideal candidate will be responsible for driving customer satisfaction, enhancing operational efficiency, and fostering collaboration among these critical departments.This role requires a strategic leader with a strong focus on customer-centric solutions and team development.
This position is contributing to the Electrification, Installation Products division of ABB.
The work model is hybrid, with 2 days per week at Saint-Jean-sur-Richelieu and 1 day at Saint-Laurent.- Operational Strategy and Improvement: Develop and implement strategic initiatives to enhance customer satisfaction, service delivery, inventory management, and front-end sales processes. Analyze operational metrics and customer feedback to identify areas for improvement and drive continuous enhancement in service quality.
- Customer Relationship Management: Cultivate strong relationships with key clients, ensuring their needs are met and expectations exceeded across all departments. Address escalated customer issues promptly and effectively, coordinating responses between all departments.
- Collaboration and Cross-Functional Communication: Foster collaboration between Customer Service, VMI, and Sales Support and customers to ensure seamless communication and operational alignment. Work closely with other departments, such as marketing and logistics, to support overall business objectives and customer satisfaction.
- Leadership and Team Development: Lead and mentor a diverse team across Customer Service, Vendor Managed Inventory, and Sales Support, promoting a culture of excellence and accountability. Conduct regular performance evaluations, provide constructive feedback, and support professional development initiatives for team members. Ensure that the area of responsibility is properly organized, staffed, and directed, to support organizational objectives.
- Bachelor’s degree in business administration, Management, or a related field.
- 5-7 years of experience in a similar role.
- Proven ability to develop and deploy a customer-focused strategy.
- Ability to analyze data and make informed decisions to drive operational improvements.
- Process improvement experience - Yellow belt lean 6 Sigma (green belt an asset)
- Proven experience in customer operations management, with a focus on Customer Service, Vendor Managed Inventory, and Sales Support.
- Strong leadership and team management skills, with a track record of developing high-performing teams.
- Excellent communication and interpersonal abilities, with a customer-centric mindset.
- Proficiency in customer relationship management (CRM) software and inventory management systems.
- Knowledgeable in the electrical industry field with a strong understanding of the distribution systems/products
- Fluent in English and French (spoken and written). French is required. English is necessary to communicate with clients outside of Quebec.
- Retirement plan
- Accident insurance
- Healthcare plan
- Wellbeing program
More about us
****Referral bonus premium $1,500.00****
We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com.
For the ninth consecutive year, ABB Canada has been recognized as one of Canada's Best Employers by Forbes magazine. Consistently ranked as one of Canada's Top 100 Employers, Montreal's Best Employers, Canada's Best Employers for Young People, Canada's Greenest Employers and a long-time recipient of the Women in Governance Parity Certification, ABB's culture and commitment is to provide a caring workplace where everyone collaborates, feels valued, respected, included and supported.
Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities.ABB will provide reasonable accommodation to the applicant with disabilities and encourage applicants to self-identify in the application process.
ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces.