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
Skills Required
- 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
- Strong negotiation, conflict resolution, critical thinking, and problem-solving skills
- Awareness of network security considerations relevant to telecom operations, delivery, and customer engagements
- Commitment to continuous learning, relevant certifications, and innovation or transformation initiatives
- Business-level proficiency in Japanese and English, spoken and written
- Bachelor’s or Master’s degree in engineering, telecommunications, business, a related field, or equivalent experience
- Experience working with a Japanese communications service provider or 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
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage options are described as broad, with multiple medical plan choices (often three) plus dental and mental health resources. U.S. materials also reference PPO and HDHP options, and some teams contribute to HSAs.
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Retirement Support — U.S. postings outline a 401(k) with an automatic 3% company contribution plus matching that reaches 4% when employees contribute 5%. This combination is repeatedly listed in role postings and characterized as strong for the sector.
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Parental & Family Support — U.S. job descriptions frequently cite up to 16 weeks paid maternity leave and 6 weeks paid parental/adoption leave at 100% pay. These benefits are positioned as exceeding many U.S. corporate policies.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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