Director Customer Operations

Director of Customer Operations Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and change of employer paperwork for H‑1's, H‑1B1's, E‑3's, O‑1's, and TN's. Ericsson also does not hire F‑1's working on CPT or EAD for this position. What you will do Own end‑to‑end customer delivery performance, ensuring delivery commitments, SLAs, and contractual outcomes are met. Drive operational rigor across delivery governance, escalation management, risk mitigation, and customer satisfaction. Act as the senior operational interface for key customer engagements, working in close partnership with account leadership. Lead customer meetings for reporting progress on critical programs and tracking key issues, escalations etc. Establish and lead operating rhythms, governance forums, and performance reviews. Monitor operational and financial KPIs including delivery health, margin, forecast accuracy, cost control, and customer experience metrics. 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. Support annual business planning, quarterly forecasting, and monthly operational reviews. Collaborate with PMO, Sales, Product, Engineering, and Customer Units to ensure seamless execution from presales through delivery. Align operational execution with customer expectations, commercial commitments, and portfolio strategy. 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. Drive competence readiness, talent development, and succession planning within Customer Operations. Promote a culture of customer focus, transparency, and operational excellence. The skills you bring 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 is a proud Equal Opportunity Employer. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at View email address on click.appcast.io. Primary country and city: United States (US) || Plano (Country/ City) #J-18808-Ljbffr Ericsson GmbH