Customer Operations Director

Ericsson

Customer Operations Director

Posted 4 Hours Ago

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Plano TX USA

In-Office

Senior level

Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)

We are shaping the future of digital connectivity the world relies on.

The Role

The Customer Operations Director leads project delivery manages teams oversees financials establishes governance and strengthens customer relationships to ensure satisfaction and growth.

Summary Generated by Built In

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Ericsson Inc. does not sponsor US work authorizations for this job position including H-1B O-1 and TN. Ericsson also does not hire F-1's working on EAD for this position.
About this opportunity:
We are seeking a Customer Operations Director to serve as the operational cornerstone for one or more strategic customer accounts. This role is responsible for end-to-end delivery performance ensuring all contractual commitments are met on time on budget and at the highest quality standard.
Acting on behalf of Operations the Customer Operations Director will own the delivery portfolio drive cross-functional alignment with Sales Supply Chain Service Delivery and Engineering and serve as a trusted operational partner to the Key Account Manager (KAM) and customer executives alike.
Beyond delivery execution this role carries a business development lens - identifying growth opportunities within existing accounts shaping operational strategies that improve margins and ensuring customer satisfaction translates into long-term revenue retention and expansion.
What you will do:

Lead end-to-end project delivery with effective tracking risk management and communication
Oversee delivery teams; proactively identify and communicate risks and delays
Manage backlog and priorities to meet booking scheduling and delivery targets
Define and monitor KPIs/OKRs for performance quality and customer satisfaction
Act as senior-level customer interface ensuring transparency and trust
Establish and run governance reviews (weekly monthly quarterly)
Strengthen customer relationships to drive NPS retention and growth
Collaborate with KAM/ACR Pre-Sales and Solution Architects on deals
Own project and portfolio financials including revenue costs margins and forecasting
Support contract lifecycle management (SOWs change orders SLAs)
Drive continuous improvement automation and data-driven decision-making
Manage vendors and lead cross-functional global teams
Lead change management and develop team capability
Ensure compliance with Environmental Health and Safety (EHS) legal financial information security and privacy standards
Maintain operational excellence and proactively manage risks

The skills you bring:

Bachelor's degree in Business Engineering Telecommunications or related field; MBA preferred
10+ years of experience in operations program/project management or service delivery in telecom/technology
Proven track record managing multi-million-dollar portfolios with P&L ownership
Experience in complex delivery environments (project management managed services network rollouts customer support)
Strong knowledge of telecom infrastructure (RAN Core Transport OSS/BSS cloud-native architectures)
Familiarity with 5G Open RAN Cloud RAN network modernization and managed services models
Understanding of Ericsson RAN & Digital Services portfolio and telecom SLA frameworks
Strategic mindset with strong commercial and business development acumen
Expertise in financial management budgeting forecasting and revenue recognition
Experience optimizing order-to-cash cycles and resolving backlog at scale
Executive presence with ability to influence senior stakeholders
Strong communication negotiation and conflict resolution skills
Ability to lead large matrixed and geographically distributed teams
Change management expertise in driving transformation and process evolution
Ability to translate complex data into clear compelling executive narratives

What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Ericsson uses a merit-based hiring approach that values people with different experiences perspectives and skillsets. We truly believe this approach drives innovation which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity employer learn more.
If you need assistance or to request an accommodation due to a disability please contact Ericsson at [email protected].
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities duties and skills required for this position and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Plano (Country/ City)
Job details: Customer Operations Manager
Compensation and Benefits at Ericsson
At Ericsson we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including but not limited to location and the candidate's combination of job-related knowledge qualifications skills education training and experience.
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit's objectives individual performance and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson offers excellent health benefits including the choice of three medical plan options and a dental plan option that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost that Ericsson pays toward the cost of their medical and dental premiums for themselves and eligible covered dependents.
Your Financial Security
We invest in both your short and long-term financial wellbeing. The Ericsson US 401(k) Plan offers an automatic 3% company contribution and Ericsson match $1 for every $1 you put into the 401(k) Plan on the first 3% of your eligible pay plus 50 cents on every $1 on the next 2% of eligible pay. When you contribute at least 5% of eligible pay you are receiving Ericsson's full matching contributions of 4%. Matching and company automatic contributions stop when your total eligible pay for the year reaches the IRS limits. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage as well as short-term and long-term disability coverage. Employees also have the option to participate in Ericsson's Stock Purchase Plan.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation up to 3 personal days per year 11 annual holidays 8 hours of volunteer time and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson offers many other company-paid benefits such as financial wellness programs educational assistance matching gifts and recognition programs.

Skills Required

Bachelor's degree in Business Engineering Telecommunications or related field; MBA preferred
10+ years of experience in operations program/project management or service delivery in telecom/technology
Proven track record managing multi-million-dollar portfolios with P&L ownership
Strong knowledge of telecom infrastructure and familiarity with 5G Open RAN and Cloud RAN
Expertise in financial management budgeting forecasting
Strong communication negotiation and conflict resolution skills
Change management expertise in driving transformation

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The Company

HQ: Stockholm

88000 Employees

Year Founded: 1876

What We Do

Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks platforms and systems that billions of people businesses and societies depend on every day. We are a global leader in communications technology delivering mobile network infrastructure cloud software and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today nearly 80% of the world’s population accesses the internet via mobile networks and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced developing network APIs that open connectivity to the global developer ecosystem and applying automation and AI to make networks more intelligent efficient and resilient. Ericsson was the first company to launch live 5G networks on five continents and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36000 enterprise customers enabling secure high-performance connectivity for industries such as manufacturing aviation logistics utilities and public safety where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28000 employees in research and development backed by one of the strongest intellectual property portfolios in the industry with 60000+ granted patents. Our engineers researchers and technologists work across 100+ global R&D sites helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first AI-powered and cloud-driven future connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact today and for what comes next.

Why Work With Us

Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day tackle complex challenges in live environments and keep developing your skills and career in your own vision.

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Employees engage in a combination of remote and on-site work.

Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.

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