About this role
RTE(Radio & Transport Engineering) Customer Experience enables seamless interaction between Ericsson's customers and R&D, ensuring high-quality engagement throughout the product lifecycle - from early engagement through product development, introduction, and into maintenance and support phases.
As the Operational Product Manager (OPM) for Japan, you serve as the main link between Ericsson's R&D, Market Area North East Asia (MNEA), and Japanese Customer Units (NRJ). Your focus is on ensuring hardware quality and customer satisfaction by efficiently managing escalations, driving field corrections, and coordinating with R&D for issue resolution. This role is central to delivering reliable hardware products in Japan and aligning global product management with local customer needs, supporting Ericsson's "R&D Close to Customer" vision and the "One Voice towards our Customer" principle.
Main Responsibilities
- You act in a delegated Product Management (SPM) role post HW GA
- Serve as the primary point of contact for hardware-related issues between R&D, Customer Units Japan and customers.
- Work closely with MA quality team in Japan around HW quality (including impacts from installations, field maintenance etc)
- You are responsible for handling customer escalations including:
- Leading taskforces (together with Product Support appointed person being technical lead)
- Progress/executive reporting, internal R&D and external towards MA/CU/Customer
- Escalation path for CU's regarding perceived HW product quality issues
- Proactive supervision of HW KPI's from live networks
- Drive customer engagement & deployment support activities
- Prepare decisions and drive HW Field Corrections (FCO/RCO/SA)
- FSR cost handling and follow up monitoring actual costs compared with approved costs
To be successful in the role you must have
- Strong understanding of Japanese business culture, customer expectations, and communication practices.
- Customer Centric attitude with passion to meet changing customer needs.
- Experience of BNEW products and familiarity with HW lifecycle processes.
- Well-structured with an ability to communicate and collaborate on various levels within and outside Ericsson
- Clarity, listening skills and ability to empower and inspire people
- Driving and accepting innovation and change with a collaborative attitude
- Strong cultural awareness and experience of working in multi-site organizations or projects
- Courageous leadership, providing clear direction and setting appropriate standards of behavior through uncompromising integrity
- Strategic thinking and the ability to prioritize to meet long term goals
- Cross organization networking and collaboration skills
- Knowledge and experience of R&D practices, including DevOps and CI/CD principles.
- Solid experience as a senior leader of complex technical organizations in a multi-stakeholder environment.
- Language Proficiency: business-to-professional level English required; excellent Japanese is a strong advantage.
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: 780745
Top Skills
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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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