Director of Customer Operations: Cloud Services Leader

Ericsson GmbH; Toronto; Hybrid; CAD 144,000 - 189,000; Full time

Benefits offered by this job

Health benefits

3-level medical/dental plan options

Performance bonus potential

Pension plan with company match

Stock Purchase Plan

Paid vacation and holidays

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.

This CFR role focuses on fulfillment through the sale and delivery lifecycle, partnering with sales, delivery, PMO, product and business operations to drive predictable outcomes and profitability. The role requires executive-level communication, strategic leadership, and a proven ability to balance quality, speed, and financial

Qualifications

• Director-level experience leading customer operations, service delivery, or large-scale software/programs.
• Proven track record managing complex customer environments, financial performance, and cross-functional stakeholders.
• Experience with operational governance, KPI-driven execution, and performance management.

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 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.

Skills

Executive-level communication

Customer operations

Operational governance

KPI-driven execution

Financial acumen

Matrixed global organizations

Stakeholder management

Job description

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

This CFR role focuses on fulfillment through the sale and delivery lifecycle, partnering with sales, delivery, PMO, product and business operations to drive predictable outcomes and profitability. The role requires executive-level communication, strategic leadership, and a proven ability to balance quality, speed, and financial