Customer Operations Director

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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.