Service Operations & Continuous Improvement Manager

ABB • Richmond, VA

8d • Hybrid

About The Position

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: Country Service Manager __ Your role and responsibilities 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. The Service Operations & Continuous Improvement Manager is responsible for overseeing continuous improvement initiatives across the end-to-end service organization. This role is accountable for identifying, analyzing, and implementing operational improvements that enhance productivity, customer satisfaction, process efficiency, quality, and financial performance. The successful candidate will utilize Lean Six Sigma methodologies, SAP, Salesforce, data analytics, and operational best practices to eliminate waste, standardize processes, reduce cycle times, and improve service delivery. The position partners across Service, Sales, Supply Chain, Engineering, Finance, and Customer Support to drive sustainable process improvements, operational excellence, and business transformation initiatives. 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 work model for the role is: Remote/Hybrid #LI-Remote/Hybrid}, successful candidates will be located in the surrounding area of Richmond, Virginia.

Requirements

• Bachelor's degree in Business, Engineering, Operations Management, Supply Chain Management, Industrial Engineering, or related discipline, combined with a minimum of 12+ years of experience in service operations, field service, operational excellence, continuous improvement, or operations management required.
• SAP experience including process optimization, reporting, and business workflow management.
• Experience with Power BI, Tableau, or similar business intelligence platforms.
• Experience supporting digital transformation and business process automation initiatives.
• Strong commitment to Occupational Health and Safety (OHS) and fostering a culture of safety and compliance.
• Strong knowledge of service operations, operational excellence, continuous improvement, and business process optimization.
• Proven ability to improve end-to-end service processes, including planning, execution, invoicing, and customer support operations.
• Demonstrated experience implementing Lean Six Sigma methodologies with measurable operational, customer, and financial results.
• Expertise in Value Stream Mapping, Root Cause Analysis, Kaizen, process mapping, and structured problem-solving methodologies.
• Experience managing cross-functional projects and driving organizational change initiatives.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

Nice To Haves

• Lean Six Sigma Black Belt preferred.
• Experience with Salesforce Field Service (FSL) preferred.

Responsibilities

• Develops, executes, and continuously improves the service operations strategy, ensuring alignment with overall business objectives and accountability for execution and results.
• Drives continuous improvement initiatives across the end-to-end service organization utilizing Lean Six Sigma methodologies.
• Cultivates a culture of continuous improvement, operational excellence, and accountability throughout the service organization.
• Facilitates Lean Six Sigma activities including value stream mapping, Kaizen events, root cause analysis, and process improvement initiatives that drive operational efficiency, customer satisfaction, and financial performance.
• Identifies, prioritizes, and delivers improvement projects that enhance productivity, quality, customer satisfaction, and financial performance.
• Drives measurable business outcomes through productivity improvements, cost reduction initiatives, margin expansion, working capital optimization, and enhanced customer experience.
• Oversees end-to-end service operations from customer request through service execution, invoicing, and customer closeout.
• Establishes and monitors key performance indicators (KPIs) to measure operational effectiveness and continuous improvement outcomes.
• Optimizes SAP and Salesforce processes to improve workflow efficiency, data integrity, reporting, and operational visibility.
• Manages operational risks while improving the reliability, effectiveness, and scalability of business operations.
• Develops business requirements and partners with IT, Digital, and Business stakeholders to implement process, reporting, and system improvements across SAP, Salesforce, and related service platforms.
• Partners with Service, Sales, Engineering, Supply Chain, Finance, and Customer Support teams to improve business performance and customer experience.
• Accountable for the effective deployment of ABB’s Quality strategy for the area of responsibility.

Benefits

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
• Choice between two dental plan options: Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program
• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)
• 11 paid holidays.
• Vacation under a permissive time away policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior