Customer Operations Manager
Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundansvar · Försäljningsledning · Verksamhetsanalys
I korthet
Ericsson is seeking a Senior Customer Operations Manager in Yokohama, Japan, to lead operational and commercial partnerships with a key Japanese communications service provider. The role requires a data-driven leader focused on ensuring contractual fulfillment, driving financial performance, and leading customer success initiatives within the telecommunications sector.
Ansvarsområden
- Align expectations, progress, and priorities across internal and external stakeholders for customer commercial and operational activities.
- Ensure robust risk management and 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.
Krav
- 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.
Önskade kvalifikationer
- 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.
Förmåner
- Outstanding opportunity to use skills and imagination to push the boundaries of what's possible.
- Build solutions never seen before to some of the world’s toughest problems.
- Be challenged, but not alone; join a team of diverse innovators.
- Encouraging a diverse and inclusive organization is core to our values.
- Championing diversity in everything we do.
- Belief that collaborating with people with different experiences drives innovation.
- Encouragement for people from all backgrounds to apply and realize their full potential.
- Ericsson is proud to be an Equal Opportunity Employer.
#Customer Operations#Manager#Telecommunications#Leadership#Risk Management#Financial Performance#Customer Success#Team Leadership#Presales#Contract Renewal#Data#Automation#AI/ML
Företag
Ericsson
Publicerade jobb
för 4 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
Yokohama, Japan
Kvalifikation
Kandidatexamen, Masterexamen
Sökande
Ansök tidigt