Customer Operations Manager

Join our Team 
 Create lasting value for our customers Ericsson is looking for a Customer Operations Manager to lead our operational and commercial partnership with a leading Japanese communications service provider. The role is suited to a senior, data- and value-driven leader who can ensure that contractual and operational commitments are fulfilled throughout the customer engagement lifecycle. You will bring together customer value realization, governance, delivery performance, financial results and risk management to ensure that customers receive the full value of Ericsson’s solutions and experience us as a trusted long-term partner.

You will join a collaborative, cross-functional team focused on contract fulfillment, operational performance and customer value. The team works across account management, service delivery, finance, technology, project management and other stakeholder functions. Together, we lead complex programs, identify and resolve issues before they escalate, strengthen customer relationships and continuously improve how Ericsson delivers value.

Align expectations, progress and priorities across internal and external stakeholders for the customer’s commercial and operational activities. Ensure robust risk management and a strong focus on contractual fulfillment. Take an end-to-end view of feasibility, delivery organization, cost and required competencies when shaping and governing major engagements. Participate in steering forums and act as a senior stakeholder representing account and service delivery interests. Drive financial performance, with particular focus on cash flow, margins and profitability. Lead customer success activities, including value realization, customer satisfaction, solution adoption and long-term customer success. Lead and mentor large, cross-functional teams and drive performance across multiple specialties. Support presales and contract renewal activities, including solution shaping, business cases, pricing discussions and senior customer meetings. Use data, automation and AI/ML-based technologies to improve portfolio steering, customer value and profitability decisions. Drive simplification and continuous improvement of processes, methods and tools. Ensure compliance with applicable legal, financial, occupational health and safety, data security, privacy and process requirements. Champion a safe, healthy and inclusive environment in line with Ericsson’s commitment to zero harm. Essential experience and skills 
 Proven experience in customer operations, program, portfolio or equivalent leadership in telecommunications or another complex, regulated industry. End-to-end accountability for value and benefit realization across large programs, portfolios or strategic customer engagements. Strong program, financial, risk and stakeholder management capabilities. Experience as a program sponsor or senior stakeholder, translating strategic ambitions into actionable roadmaps and outcomes. Hands-on experience in presales and commercial engagements, including solution shaping, business cases, pricing and senior customer discussions. Strong understanding of telecom technologies and supporting systems, including RAN, transport, core networks, cloud, planning and optimization, and OSS/BSS. Demonstrated leadership of large teams or complex multi-team programs with accountability for performance and results. Ability to influence and deliver business impact at enterprise, regional or business-unit level through oversight of complex programs and teams. Strong negotiation, conflict resolution, critical thinking and problem-solving skills, with the ability to resolve highly complex or unusual business problems. Awareness of network security considerations relevant to telecom operations, delivery and customer engagements. Commitment to continuous learning, relevant certifications and contributing to innovation or transformation initiatives.