Director Customer Operations

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

Benefits offered by this job

Health benefits and 50% RRSP match

Stock purchase plan

Generous paid time off

Job summary

Ericsson in Canada (Toronto) seeks a Director of Customer Operations to lead end-to-end operational excellence across CSS engagements for a leading customer in Canada. The CFR role reports to the Head of Operations CSS Canada, accountable for delivery performance, governance, and profitability.

The leader will drive cross-functional execution, establish operating rhythms, monitor KPIs, and develop a high-performing operations team to ensure quality and scalable results.

Qualifications

• 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.

Responsibilities

• 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, and more.
• 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.

Skills

Director-level experience

Operational governance

Executive communication

Financial acumen

Matrixed global organizations

Cross-functional leadership

Job description

Join our Team

Location: Canada – Toronto.

Note: This position does not provide immigration assistance or sponsorship.

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 a leading customer in Canada. This CFR (Customer Fulfillment Responsible) role is part of the Core‑3 engagements, responsible for guiding fulfillment through the sale and delivery lifecycle. Reporting to the Head of Operations CSS Canada, the Director 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.

Responsibilities

• 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, and more.
• 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.

Skills

• 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.

Compensation and Benefits

Compensation is competitive and depends on experience and qualifications. The salary range for this position is:

• $144,000 – $189,000 CAD

Short‑Term Variable Compensation Plan: Annual bonus opportunities are based on individual and unit performance, with eligibility and pro‑ration rules applying.

Benefits

Ericsson offers comprehensive health benefits, core‑level coverage fully paid, a 50% match on employee contributions to the Registered Retirement Savings Plan up to 8%, basic life and accidental death coverage, short‑term disability, and a stock purchase plan.

Paid time off includes a minimum of 18 days of accrued vacation, at least 3 personal days, 10 holidays, 1 volunteer day, and sick days. Paid maternity leave is up to 10 weeks and parental or adoption leave is 6 weeks at 100% pay.

Equal Opportunity Employment

Ericsson is a proud Equal Opportunity Employer. We encourage people from all backgrounds to apply and realize their full potential as part of our team.

Disability Accommodation

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 performed by employees in this position; they are not an exhaustive list of all responsibilities, duties, and skills required, and additional tasks may be assigned as needed.