Salesforce Business Process Owner

Job description

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: Service Business Process Manager __ Your role and responsibilities We are seeking a dedicated and experienced Business Process Owner (BPO) to join our Service Process Management team in Critical Power Business. You will lead, together with the other BPOs the strategic implementation and optimization of Salesforce modules within our Service operations, driving service transformation and process excellence across ABB's global service organization. This is a unique opportunity to shape how we deliver world-class service solutions to our customers while working with cutting-edge technology and cross-functional teams. This is a global role, with preferred location in Europe or Richmond, USA. The work model for the role is: Hybrid This role is contributing to the Global Critical Power Service. Main stakeholders are Service Managers and Global Service Business Manager. You will be mainly accountable for:Salesforce Implementation Leadership: Lead the design, configuration, and deployment of Salesforce modules (Service Cloud, Case Management, Field Service Lightning, Opportunity Management, Service Contracts) aligned with ABB's global service strategy. Process Design & Optimization: Understand current processes, define and document standardized service processes, standard operating procedures, and workflows to ensure operational efficiency and best practices across service operations. Stakeholder Engagement & Cross-functional Collaboration: Collaborate with business leaders, IT teams, regional service managers, end-users, and global teams to gather requirements, ensure consistency, harmonization of service processes, and successful adoption across the organization. Change Management, Documentation & Training: Develop and execute comprehensive change management plans, create and maintain process documentation, training materials, and knowledge bases; provide communication strategies and user support for effective implementation. Quality Assurance & Continuous Improvement: Establish KPIs, monitor system performance, drive continuous improvements to enhance service delivery and customer satisfaction while ensuring compliance and operational excellence. Our team dynamics You will join a dynamic, talented and high performing team, where you will be able to thrive. Qualifications for the roleExperience & Project Management: 5+ years in business process management, service operations, IT project implementation, or Salesforce implementation; demonstrated ability to manage complex, multi-stakeholder projects with attention to timelines and budgets. Salesforce Expertise: Proven hands-on experience with Salesforce Service Cloud, Case Management modules, Field Service Lightning, Eureka form, Opportunity Management, and Case Management. Master degree in technical fields. Project Management certification is a plus. Process Discipline & Analytical Skills: Strong understanding of Gate Model, Six Sigma, Lean methodologies, or similar process frameworks; strong problem-solving abilities with data-driven decision-making approach. Change Management: Excellent skills in driving organizational change, user adoption, and managing stakeholder engagement during implementation transitions. Communication & Stakeholder Engagement: Fluent in English (written and verbal); ability to communicate complex concepts clearly to diverse audiences and effectively engage stakeholders across organizational levels. Preferred Qualifications Experience with ABB Critical Power Business Knowledge of SAP integration with Salesforce Certification in Project Management (PMP, PRINCE2) or Salesforce administration Knowledge of ServIS and BOL Background in service industry or technical support environments Experience with multiple Salesforce clouds (Sales Cloud, Marketing Cloud, etc.) What's in it for you?Career development opportunities within a global organization Flexible work arrangements supporting work-life balance Professional training and continuous learning programs International exposure and cross-functional collaboration Inclusive workplace culture that values diversity and innovation More about us ABB is a leading global technology company that energizes the transformation of society and industry to achieve a more productive, sustainable future. With operations in more than 100 countries and more than 110,000 employees worldwide, we're pioneering breakthroughs in electrification, automation, and digitalization. This opportunity is open to candidates in multiple countries, with the final work location determined based on the selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring process and will share details of the salary range, variable compensation and benefits package with candidates who progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency Directive. The final offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.