Director Customer Operations

Ericsson; Toronto; On-site; CAD 144,000 - 189,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Vacation and leave

Stock Purchase Plan

Job summary

Ericsson Canada Inc. is seeking a Director of Customer Operations to lead end-to-end operational excellence across Cloud Software & Services engagements in Canada.

The role reports to the Head of Operations CSS Canada and drives customer delivery performance, governance, profitability and cross-functional execution. You will partner with Customer Units, Sales, Delivery, PMO, Product and Business Operations to translate strategy into execution and drive predictable outcomes for CSS.

Qualifications

• Director-level experience leading customer operations, service delivery, or large-scale programs.
• Proven track record in financial performance and cross-functional stakeholders.
• Strong experience with governance, KPI-driven execution, and performance management.

Responsibilities

• Own end-to-end customer delivery across CSS engagements, meeting SLAs and outcomes.
• Drive governance, escalation management, risk mitigation, and customer satisfaction.
• Serve as senior operational interface for key customer engagements with account leadership.
• Lead steering meetings, report progress, and track issues and escalations.
• Establish operating rhythms, governance forums, and performance reviews.
• Monitor KPIs including delivery health, margin, forecast accuracy, and cost control.
• Identify trends and drive corrective actions across portfolios and teams.
• Collaborate with Finance and Business Operations for resource planning and forecasting.
• Balance quality, speed, and financial outcomes in delivering services.
• Support annual planning, quarterly forecasting, and monthly reviews.

Skills

Director-level experience

Operational governance

KPI-driven execution

Financial performance management

Cross-functional collaboration

Executive communication

Job description

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.

About this opportunity:

We are seeking a Director of Customer Operations to lead end‑to‑end operational excellence across Cloud Software & Services (CSS) engagements, for one of the leading customers in Canada. This is a CFR (Customer Fulfillment Responsible) role and as part of the Core-3 engagements, expected to lead the fulfillment part through the sale and delivery lifecycle. Reporting to the Head of Operations CSS Canada, the role is accountable for customer delivery performance, operational governance, financial discipline, and cross‑functional execution, ensuring CSS delivers high‑quality outcomes at scale while continuously improving customer experience and profitability.

The Director of Customer Operations partners closely with Customer Units (CUs), Sales, Delivery, PMO, Product, and Business Operations to translate strategy into execution and drive predictable outcomes for CSS business and customer success.

What you will do:

• 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.
• Act as the senior operational interface for key customer engagements, working in close partnership with account leadership.
• 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.
• 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 CSS 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 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 [e-mail].

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:

Canada (CA) || Toronto (Country/ City)

Job details:

ICT Program Director/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 offered 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.

• : $144,000 - $189,000 CAD

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 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). This leads to a total company contribution potential of 6%. 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. 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 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. Furthermore, Ericsson provides up to 10 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, wellness account, and recognition programs.