Cluster Customer Operation Manager

Your role and responsibilities

In this role, you will have the opportunity to developing and deploying global customer operations strategy and processes. You will implement global processes, end-to-end (E2E) process strategies, best practices, and solutions within a Lead Business or local sales unit to consistently meet and exceed customer expectations. You will accountable for key operational performance metrics, including Request on Time Delivery (ROTD), Time-to-Book, Lead Time, on-time closure of customer cases, One Order One Delivery compliance, Clean Orders percentage (executable backlog), and Net Promoter Score (NPS).

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

This role is contributing to the Electrification Smart Buildings and Smart Power Commercial Operation in Korea and Japan.

You will be mainly accountable for:

Strategy & Customer Experience

• Implement Global and Hub Customer Support strategies across Korea and Japan, driving operational excellence and customer satisfaction through strong stakeholder engagement.

Performance Management & Operational Excellence

• Own and improve key operational KPIs, monitor performance, and drive corrective actions to achieve business targets.

Order Handling Management & Process Governance

• Oversee end-to-end order management processes, ensuring order quality, process compliance, effective governance, and continuous improvement

Customer Support & Case Management

• Lead customer case management and post-sales support activities to ensure timely resolution of customer issues and service excellence.

Warehouse & Logistics Management

• Manage warehouse and logistics operations across assigned countries to optimize inventory, delivery performance, transportation efficiency, and customer service.

Continuous Improvement

• Drive cross-functional process optimization and operational improvements using Lean Six Sigma methodologie

Governance, Compliance & HSE

• Ensure compliance with global and local standards while promoting process discipline, HSE excellence, safety, and operational integrity.

People Leadership & Development

• Lead, develop, and coach the Customer Operations team while driving employee engagement and change management.

Qualifications for the role

• Bachelor’s degree in Supply Chain, Engineering, Business, or a related field.

• Minimum 5 years of experience in Customer Operations, Supply Chain, Order Management, or related functions.

• Experience working in multicultural, international environments and managing stakeholders across different levels and functions.

• Proven ability to manage operations across multiple countries/markets while balancing global standards and local requirements.

• ERP experience required; SAP ECC, SAP S/4HANA, and SAP APO knowledge preferred.

• Strong analytical, problem-solving, and decision-making skills with a continuous improvement mindset.

• Ability to thrive in a fast-paced environment and manage competing priorities.

• Experience driving operational excellence, process standardization, and KPI performance management.

• Strong written and verbal communication skills in English, proficiency in Korean and/or Japanese is preferred.

• People management and team leadership experience is preferred.

• Strong analytical, problem-solving, and decision-making skills with a continuous improvement mindset.

More about us

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 Division’s highly innovative technologies and digital solutions serve rising global demand among real estate developers, owners, and investors for smart building technologies that optimize energy distribution and building automation. The scalable solutions aim to deliver significant sustainable and financial benefits, meeting social and environmental demands, while being able to address even the most complex of customers’ carbon reduction strategies.

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website .

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