Join us and lead the transformation of our North America Order-to-Cash Customer Support organization. In this strategic leadership role, you will drive operational excellence, customer satisfaction, and business transformation across the end-to-end customer order journey. Working closely with global and regional stakeholders, you will lead a high-performing team while advancing digitalization, process standardization, and continuous improvement initiatives that support our future O2C operating model.

Your Responsibilities

• Lead and develop the North America O2C Customer Support team, fostering a culture of accountability, collaboration, and continuous improvement.
• Own regional Customer Support operations, ensuring efficient order management, service continuity, and a high-quality customer experience.
• Drive O2C transformation initiatives, including process optimization, operating model enhancements, and capability development.
• Promote automation, digitalization, and AI-enabled solutions to improve productivity, scalability, and service performance.
• Monitor and improve operational KPIs, service levels, and governance routines, using data-driven insights to identify opportunities and mitigate risks.
• Act as the regional escalation point for complex customer, order, and delivery-related issues, ensuring timely and sustainable resolution.
• Partner with Sales, Logistics, Finance, IT, and Operations teams to strengthen end-to-end process ownership and remove operational barriers.
• Represent the region in global O2C programs and governance forums, ensuring alignment between regional business needs and global priorities.

Your Background

• Significant experience in Order-to-Cash, Customer Support, Customer Service, Order Management, or related operational environments within an international organization.
• Proven people leadership experience, including team development, performance management, talent growth, succession planning, and change leadership.
• Strong understanding of end-to-end O2C processes and their interaction with Sales, Logistics, Supply Chain, Finance, and IT.
• Experience driving process improvement, business transformation, and operational excellence initiatives with measurable business impact.
• Solid knowledge of ERP and CRM systems, including order management processes, system integrations, and digital workflows.
• Strong analytical and problem-solving skills, with a data-driven mindset and the ability to translate insights into sustainable improvements.
• Excellent stakeholder management and communication skills, with the ability to influence across functions, organizational levels, and geographies.
• Bachelor's or Master's degree in Business Administration, Supply Chain, Finance, Operations, Information Systems, Engineering, or a related field (or equivalent professional experience).
• Fluent English required; Italian and/or French are a plus.

What’s in it for you? 

Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.  

Compensation Package 

The employment framework is based on the National Collective Labour Agreement (CCNL) for the Metalworking Industry, with an indicative B2 level and a minimum gross annual salary starting from € 35.500,00. The specific level and compensation package will be defined based on the outcome of the selection process (including experience, skills set, and role fit), in accordance with objective, transparent, and gender-neutral criteria, in line with pay equity and equal opportunity principles. The total compensation package will also include a variable bonus linked to individual and company targets. 

About ABB E-Mobility 

ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of E-Mobility, not just predicting it.