This is a Customer Operations Manager AU & NZ role with ABB based in Melbourne, VIC, AU ABB Role Seniority - mid level More about the Customer Operations Manager AU & NZ role at ABB 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. This Position reports to: Commercial Operations Manager Your Role And Responsibilities In this role, you will develop and deploy global customer operations strategies and processes. You will implement best practices and solutions across global, regional, and local Sales units to exceed customer expectations. You will be accountable for key performance metrics—including ROTD, lead-time to book, timely case closure, one order one delivery, clean orders percentage, and NPS—while leading, coaching, and developing the Customer Operations team. By embedding end-to-end global strategies within Lead Businesses and local sales units, you will ensure operational excellence and customer satisfaction. The work model for the role is: hybrid You will be mainly accountable for: You will carry out global and hub customer support strategies locally. You will create plans to improve operations, strengthen sales, and build lasting customer relationships. You will track performance and drive improvements in ROTD, lead-time to book, case closure times, digital order ratio, one order–one delivery, clean orders percentage, and NPS. You will manage order entry and processes such as customer data, pricing, acknowledgments, changes, delivery notes, credit limits, and order blocks. You will ensure accurate confirmations and timely deliveries, run pre-order checks, find root causes, and prevent issues. You will handle post-sales support to resolve cases quickly, including booking issues, technical complaints, and delivery delays. You will manage or coordinate call centers, lead case management programs, and provide training for ABB staff and service providers. You will run gap analyses in customer support and use lean six-sigma methods to improve service and reduce costs. You will follow group and local HSE rules, especially for field service operations. You will apply global and local standards, policies, and processes, and share best practices. You will organize and lead your team, ensure proper staffing, and build a capable, high-performing group. Qualifications For The Role Bachelor’s Degree in Supply Chain or Engineering prefer. Proficient in oral and written English communication. Minimum 5 years of professional experience in related roles with extensive knowledge of the function and department processes. Experience in working in international environments with different cultures and languages, and managing stakeholders of varying management levels. ERP experience (SAP ECC/Hana and APO experience is preferred). More About Us Electrification provides leading electrical distribution and management technologies, solutions and services to electrify the world in a safe, smart and sustainable way. The portfolio includes medium- and low-voltage electrical components, switchgear, digital devices, enclosures, and circuit breakers, among others. With our products, solutions and services, we collaborate with customers to improve power delivery and security, enhance energy management, efficiency and operational reliability, as we seek to achieve a low carbon society. go.abb/electrification. We 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. Show more Show less Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the ABB team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ️ Developing customer operations strategies Managing performance metrics Leading the Customer Operations team Key Strengths Customer operations strategies Performance metrics management Team leadership ERP experience Lean Six Sigma Multicultural communication Why ABB is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with ABB not with Hatch.
