The Job

VP Global Customer Support

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Teknisk support · Kundsupport · Produktledning

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Ericsson is seeking a VP of Global Customer Support to lead their 24/7 global technical support organization from Boise, Idaho. This hybrid role will oversee distributed teams, manage critical customer issues, and drive improvements in key support metrics to enhance customer experience and retention.

Ansvarsområden

  • Lead global customer support operations across regions, ensuring consistent service quality and cost-effective delivery.
  • Own incident management and executive escalation processes for critical customer and product issues, including P0/P1 events.
  • Establish severity definitions, response SLAs, escalation paths, root cause analysis processes, and executive communication protocols.
  • Drive measurable improvements in key metrics: mean time to resolution, first-contact resolution, customer satisfaction, and cost per case.
  • Partner with Engineering to translate support trends and recurring issues into product roadmap input and prioritized resolution plans.
  • Collaborate with Sales and Customer Success to identify at-risk customers early and reduce renewal risk.
  • Evaluate and deploy tools for case management, knowledge management, automation, and AI-enabled support.
  • Build and retain a strong global support leadership team with clear career paths and succession planning.
  • Manage the annual support budget to ensure investments in people, tools, and automation deliver measurable business value.

Krav

  • 15+ years in technical support, service delivery, customer operations, or a related operational leadership role.
  • 7+ years leading teams in multi-region, distributed, or global environments.
  • Proven track record improving operational performance metrics including resolution time, service quality, and customer satisfaction.
  • Experience implementing and scaling support tools, case management systems, and automation capabilities.
  • Strong cross-functional leadership experience with Engineering, Sales, Customer Success, Product, and executive stakeholders.
  • Experience managing offshore, nearshore, partner, or distributed delivery models.
  • Executive-level communication skills, including clarity under high-pressure situations.
  • Ability to lead across multiple time zones and cultures; willingness to travel ~15–25%.
  • Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent experience).

Önskade kvalifikationer

  • MBA preferred.
  • Domain experience in networking, infrastructure, enterprise software, wireless, or telecom preferred.

Förmåner

  • Opportunity for an annual bonus based on business and individual performance.
  • 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.
  • 401(k) plan with a 4% company match and immediate vesting.
  • Company-paid employee basic life and AD&D insurance.
  • Company-paid disability benefits.
  • Minimum of 15 days of accrued vacation.
  • Up to 3 personal days per year.
  • 11 annual holidays.
  • 8 hours of volunteer time.
  • 80 hours of sick time annually.
  • Up to 16 weeks of paid maternity leave.
  • 6 weeks of parental or adoption leave at 100% of pay.
  • Comprehensive Employee Assistance Program.
  • Mobile therapy.
  • Volunteer paid time off.
#Service Delivery Manager#Customer Support#5G#Networking#Wireless#Enterprise
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Företag

Ericsson

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Ledning

Platser

Boise, United States

Kvalifikation

Kandidatexamen, Masterexamen

Sökande

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