Customer Operations Manager

Join our Team
Create lasting value for our customers
Ericsson is looking for a Customer Operations Manager to lead our operational and commercial partnership with a leading Japanese communications service provider. The role is suited to a senior, data- and value-driven leader who can ensure that contractual and operational commitments are fulfilled throughout the customer engagement lifecycle.
You will bring together customer value realization, governance, delivery performance, financial results and risk management to ensure that customers receive the full value of Ericsson's solutions and experience us as a trusted long-term partner.
About the team
You will join a collaborative, cross-functional team focused on contract fulfillment, operational performance and customer value. The team works across account management, service delivery, finance, technology, project management and other stakeholder functions.
Together, we lead complex programs, identify and resolve issues before they escalate, strengthen customer relationships and continuously improve how Ericsson delivers value.
What you will do

• Align expectations, progress and priorities across internal and external stakeholders for the customer's commercial and operational activities.
• Ensure robust risk management and a strong focus on contractual fulfillment.
• Take an end-to-end view of feasibility, delivery organization, cost and required competencies when shaping and governing major engagements.
• Participate in steering forums and act as a senior stakeholder representing account and service delivery interests.
• Drive financial performance, with particular focus on cash flow, margins and profitability.
• Lead customer success activities, including value realization, customer satisfaction, solution adoption and long-term customer success.
• Lead and mentor large, cross-functional teams and drive performance across multiple specialties.
• Support presales and contract renewal activities, including solution shaping, business cases, pricing discussions and senior customer meetings.
• Use data, automation and AI/ML-based technologies to improve portfolio steering, customer value and profitability decisions.
• Drive simplification and continuous improvement of processes, methods and tools.
• Ensure compliance with applicable legal, financial, occupational health and safety, data security, privacy and process requirements.
• Champion a safe, healthy and inclusive environment in line with Ericsson's commitment to zero harm.

Essential experience and skills

• Proven experience in customer operations, program, portfolio or equivalent leadership in telecommunications or another complex, regulated industry.
• End-to-end accountability for value and benefit realization across large programs, portfolios or strategic customer engagements.
• Strong program, financial, risk and stakeholder management capabilities.
• Experience as a program sponsor or senior stakeholder, translating strategic ambitions into actionable roadmaps and outcomes.
• Hands-on experience in presales and commercial engagements, including solution shaping, business cases, pricing and senior customer discussions.
• Strong understanding of telecom technologies and supporting systems, including RAN, transport, core networks, cloud, planning and optimization, and OSS/BSS.
• Demonstrated leadership of large teams or complex multi-team programs with accountability for performance and results.
• Ability to influence and deliver business impact at enterprise, regional or business-unit level through oversight of complex programs and teams.
• Strong negotiation, conflict resolution, critical thinking and problem-solving skills, with the ability to resolve highly complex or unusual business problems.
• Awareness of network security considerations relevant to telecom operations, delivery and customer engagements.
• Commitment to continuous learning, relevant certifications and contributing to innovation or transformation initiatives.
• Business-level proficiency in Japanese and English, both spoken and written, with the ability to lead senior-level discussions and negotiations in either language.
• Bachelor's or Master's degree in engineering, telecommunications, business or a related field, or equivalent experience.

Preferred experience

• Experience working with a Japanese communications service provider or another large enterprise telecom customer.
• PgMP, MSP or comparable program or project management certification.
• Experience applying automation, AI/ML or other digital tools to operations and delivery.
• Familiarity with telecom product portfolios, service delivery models, tools and processes.
• Experience managing complex delivery and support processes across markets or business units.

Why 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.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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.
Primary country and city: Japan (JP) || Yokohama
Req ID: 789562