Retention Operations Program Manager

Ericsson GmbH; Boise (ID); Hybrid; USD 110,000 - 165,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health benefits and 401(k) match

Paid time off and holidays

Job summary

Ericsson Enterprise Wireless Solutions Inc. in Boise, ID (preferred) or Plano, TX, is seeking a Retention Operations Program Manager. You will design and run cross-functional retention and renewal programs across CS, renewals, and sales to improve churn outcomes.

Lead standardized processes, use analytics to target actions, and coordinate stakeholders. A strong PM background and English fluency are required; hybrid work and data-driven decision-making are key.

Qualifications

• Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field or equivalent practical experience.
• 5+ years in Sales Operations, Program Management, Customer Success and/or Renewal Programs in B2B tech/SaaS or telecom.
• Experience leading cross-functional programs with measurable outcomes related to retention/renewals.
• Strong program management: planning, prioritization, risk management, and stakeholder communication.
• Understanding of customer lifecycle concepts and their operational implications.
• Fluency in English (spoken and written).

Responsibilities

• Lead cross-functional retention and renewal programs from design through execution, tracking KPIs and outcomes.
• Design and document standardized retention and renewal processes, policies, roles, and handoffs to reduce friction and clarify accountability.
• Use data and analytics to identify churn risks and translate insights into targeted initiatives.
• Coordinate stakeholders across Customer Success, Renewals, Sales, Operations, Finance, and Analytics; communicate status, risks, and key decisions.
• Support change management, communication, and training for new or updated retention processes, tools, and playbooks.
• Continuously review program and process performance, proposing improvements aligned with governance and quality standards.

Skills

Cross-functional collaboration

Executive communication

Data analytics

Project/program management

Leadership

English fluency

Education

Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field

Tools

Salesforce

Gainsight

Lean/Six Sigma

Job description

Grow with usEricsson Enterprise Wireless Solutions Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or 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.Note: This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise, ID or Plano, TX Relocation is not offered for this position.About this opportunityThe Retention Operations Program Manager is an individual contributor role within the Customer Success & Renewals organization, based in Boise, ID (preferred) or Plano, TX. This role focuses on designing, executing, and continuously improving programs that drive customer retention and renewal performance across Ericsson's software and services portfolios. Working cross-functionally with Customer Success, Renewals, Sales, Operations, Finance, and Analytics teams, this position builds scalable retention frameworks, standardizes processes, and enables proactive, data-informed risk management across the customer lifecycle.What you will doLead cross-functional retention and renewal programs from design through execution, tracking KPIs and outcomesDesign and document standardized retention and renewal processes, policies, roles, and handoffs to reduce friction and clarify accountabilityUse data and analytics to identify churn risks, define metrics, and translate insights into targeted initiatives and playbooksCoordinate stakeholders across Customer Success, Renewals, Sales, Operations, Finance, and Analytics; communicate status, risks, and key decisionsSupport change management, communication, and training for new or updated retention processes, tools, and playbooksContinuously review program and process performance, proposing and implementing improvements aligned with Ericsson's governance and quality standardsLocation: Boise, Idaho (preferred) or Plano, Texas. No immigration or relocation is offered for this role.The skills you bringYou have:Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field — or equivalent practical experienceAt least 5 years of experience in Sales Operations, Program Management, Customer Success and/or Renewal Programs or similar roles in a B2B technology, SaaS, or telecom environmentDemonstrated experience leading complex, cross-functional programs with measurable business outcomes related to retention, renewals, or customer lifecycleStrong program management skills: planning, prioritization, risk management, and stakeholder communicationSolid understanding of customer lifecycle concepts (onboarding, adoption, value realization, renewal, expansion, churn) and their operational implicationsAbility to define metrics, interpret analyses, and convert insights into concrete action plansEffective collaboration skills with the ability to build alignment across diverse stakeholder groups without direct authorityStrong sense of ownership and self-direction in a fast-paced, evolving environmentFluency in English (spoken and written)It would be nice if you also have:Experience with CRM/Customer Success platforms (e.g., Salesforce, Gainsight), process improvement methodologies (Lean, Six Sigma), global team collaboration, and creating operational documentation such as playbooks and process mapsWhy join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.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]: 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: United States (US) || Hybrid: Boise, Idaho (preferred) or Plano, TexasJob details: Sales Operations ManagerCompensation and Benefits at EricssonAt 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 PayThe salary range for this position 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.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 HealthEricsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.Your Financial SecurityWe invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.Your TimeYour work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.Additional BenefitsEricsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, mobile therapy, and volunteer paid time off.