Team Lead Order Management North America

Lead our regional O2C Customer Support organization and shape a high-performing, digitally enabled Order-to-Cash operation across the end-to-end customer order journey. We are looking for an Order Management Team Lead for North America to lead the regional Customer Support organization, own operational performance, and accelerate the evolution of Order-to-Cash capabilities. This is a senior regional leadership role combining people leadership, operational ownership, business transformation, and continuous improvement. You will lead and develop the Customer Support team, help shape the future Global Customer Support operating model, and drive scalable, standardized and increasingly digital ways of working across the O2C value chain. Working closely with the Global O2C Lead, you will translate global strategy into regional execution, represent Regional business and customer priorities in global forums, and partner with senior stakeholders across Sales, Logistics, Finance, IT and Operations to deliver measurable improvements in service, productivity and customer experience.

Your Responsibilities

• Partner with the Global O2C Lead to define and execute the O2C transformation agenda for the Region, including operating model improvements, process re-engineering, governance, and capability development.
• Lead root-cause analysis of recurring operational and customer issues and convert findings into structural improvements, corrective actions, and measurable performance gains.
• Drive simplification, standardization, and productivity initiatives that reduce manual work, improve scalability, and enhance the customer and employee experience.
• Champion digitalization and automation across regional O2C operations, including workflow automation, intelligent exception management, analytics, AI-enabled solutions, and tool landscape process improvements.
• Own the regional O2C Customer Support operating model and day-to-day execution, ensuring resilient service delivery, effective capacity management, and consistent performance.
• Provide end-to-end leadership of the customer order journey, ensuring accurate and timely order processing, effective exception management, delivery coordination, and resolution of complex customer issues.
• Act as the senior regional escalation point for critical customer, order, delivery, and cross-functional process issues, mobilizing the right stakeholders and driving timely, sustainable resolution.
• Establish and steer regional performance management through KPIs, service levels, governance routines, and value-realization tracking; use data to identify risks, opportunities, and priorities for action.
• Ensure adherence to global O2C processes, policies, controls, and standardized ways of working, while shaping solutions for relevant regional business and customer requirements.
• Serve as a strategic interface between O2C Customer Support, Sales, Logistics, Finance, IT, and other Operations teams to strengthen end-to-end ownership and remove functional barriers.
• Sponsor adoption of new processes, tools, and technologies within the team, ensuring effective change management, capability building, and sustainable business outcomes.
• Represent the Region in global O2C initiatives and governance forums, bringing forward regional insights, influencing priorities, and supporting alignment across geographies.
• Build trusted relationships with internal and external customers and senior stakeholders, communicating clearly on performance, risks, priorities, and transformation progress.
• Lead, coach, and develop the Regional O2C Customer Support team, building a high-performing organization with clear accountability, strong succession coverage, and a culture of customer focus and continuous improvement.
• Develop organizational capability through coaching, knowledge sharing, cross-training, talent development, and succession planning, while promoting ownership, collaboration, and entrepreneurial execution.

Your Background

• Significant experience in Order-to-Cash, Customer Support, Customer Service, Order Management, or related operations within a complex international organization.
• Proven people leadership experience, including leading teams through change, developing talent, managing performance, and building strong succession and capability plans.
• Deep understanding of end-to-end O2C processes and their interfaces with Sales, Logistics, Supply Chain, Finance, IT, and Customer Service.
• Strong experience with ERP and CRM platforms, ideally including order management processes, and a solid understanding of system integrations and digital process flows.
• Demonstrated ability to own operational performance, resolve complex escalations, balance competing priorities, and make sound decisions in a fast-moving environment.
• Track record of business process improvement, transformation, or operating model development, with the ability to convert strategic priorities into practical execution and measurable value.
• Experience establishing KPIs, governance routines, and performance or value-realization mechanisms to drive transparency and accountability.
• Strong stakeholder management and executive communication skills, with the confidence to influence across functions, organizational levels, and geographies.
• Strong analytical and problem-solving capabilities, with a data-driven mindset and the ability to lead root-cause analysis and sustainable corrective action.
• Demonstrated curiosity and practical understanding of digitalization, automation, AI-enabled solutions, and emerging technologies applicable to Order-to-Cash operations.
• Strong change leadership, ownership, and entrepreneurial execution; able to work independently while building alignment across a matrix organization.
• Fluent English; Italian and French are a plus
• Bachelor's or Master's degree in Business Administration, Supply Chain, Finance, Operations, Information Systems, Engineering, or a related field, or equivalent relevant professional experience.

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. 

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.