Ericsson

Director Customer Operations

Toronto,Ontario,Canada · Director

No sponsorship$144k-$189kDetected 1 day ago

CSSStakeholder ManagementForecastingPerformance ManagementLeadershipCommunicationCollaboration

About the role

Join our Team Location: Canada - Toronto.
At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.
Act as the senior operational interface for key customer engagements, working in close partnership with account leadership.

Own end‑to‑end customer delivery performance across CSS engagements, ensuring delivery commitments, SLAs, and contractual outcomes are met.
Drive operational rigor across delivery governance, escalation management, risk mitigation, and customer satisfaction.
Lead customer steering meetings for reporting progress on critical programs and tracking key issues, escalations etc.
Establish and lead operating rhythms, governance forums, and performance reviews across CSS delivery units.
Identify performance trends and drive corrective actions across portfolios and delivery teams.
Partner with Finance and Business Operations to ensure strong cost and margin control, resource planning, and forecasting accuracy.
Drive optimal utilization of delivery resources while balancing quality, speed, and financial outcomes.
Collaborate with PMO, Sales, Product, Engineering, and Customer Units to ensure seamless execution from presales through delivery.
Influence without authority across a matrix organization to deliver results.
Lead and develop a high‑performing operations leadership team, fostering accountability, collaboration, and continuous improvement.

Director‑level experience leading customer operations, service delivery, or large‑scale programs within software, core and cloud services.
Proven track record of managing complex customer environments, financial performance, and cross‑functional stakeholders.
Strong experience with operational governance, KPI‑driven execution, and performance management.
Financial acumen with experience managing delivery cost, margin, and forecasting.
Experience operating in matrixed, global organizations.
Executive‑level communication and stakeholder management skills.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets.
Ericsson is proud to be an Equal Opportunity employer, learn more.
The above statements are intended to describe the general nature and level of work being performed by employees in this position.
The salary range for this position is •: $144,000 - $189,000

Your pay also includes the opportunity for an annual bonus.
Employees will also receive basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost, as well as short-term disability coverage.
Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Support annual business planning, quarterly forecasting, and monthly operational reviews.

Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, wellness account, and recognition programs.
Monitor operational and financial KPIs including delivery health, margin, forecast accuracy, cost control, and customer experience metrics.
Actual bonus payouts are based on performance of the business against the unit's objectives, individual performance, and the individual bonus target.
Your Health Ericsson offers excellent health benefits including the choice of 3 medical and dental plan options that allow an employee to select the level of coverage that suits their needs.
Core level coverage is paid for fully by Ericsson.
Your Financial Security We invest in both your short and long-term financial wellbeing.
Ericsson's Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan.
Ericsson also offers a 50% match of employee's contribution into the Registered Retirement Savings Plan, up to 8% of the employee's contribution (maximum of 4% match).
Employees also have the option to participate in Ericsson's Stock Purchase Plan.
New employees are provided a minimum of 18 days of accrued vacation, plus at least 3personal days, minimum 10 holidays, 1 volunteer day, and sick days.
Please note paid time off is pro-rated based on the employee's start date.

We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.americas@ericsson.com.

At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

This listing is sourced directly from Ericsson's careers page and normalized into a canonical job model.