This role is a member of the Market Area Americas Networks Leadership team reporting directly to the Head of Networks Americas and is based in Toronto, Ontario.

In this role you will:

• Be fully accountable for the fulfillment of all contractual obligations toward your customer(s). This includes but is not limited to new product introduction, supply, network rollout, network planning and optimization, and customer support
• Collaborate with the domain matrixed Service Lines to fulfill customer obligations and to drive quality and cost improvements that enhance shareholder value
• Identify and drive opportunities to accelerate the adoption of automation and AI for your service delivery
• Collaborate with the customer unit to drive profitable growth through new business and add-on sales; act as the CFR function in the Ericsson Core 3
• Effectively manage changes to scope within existing contracts
• Be a thought leader and challenger for your customer(s) as it relates to Ericsson Networks Domain
• Deliver superior financial results that meet or exceed business case (SDP 3) commitments
• Lead a team of Customer Operations Managers and/or dedicated Program Directors for your programs
• Be a role model for Americas Ignited culture and the Ericsson Five Focus areas; uncompromising integrity

Functional and Technical Acumen Required:

• Exceptional knowledge of the Ericsson Networks Domain and Portfolio
• Exceptional knowledge of how customers plan, build, and operate their networks.
• Exceptional knowledge of Ericsson Sales Process & Core 3
• Exceptional knowledge and ability to deploy automation and AI to improve operational efficiency
• Strong financial acumen and broad business skill set with proven ability to drive efficiencies and adherence to team financial metrics
• Experience providing Executive-level reporting including budget, risk management and strategic planning
• Exceptional ability to tell a story through data with a strong ability to synthesize complex messages
• Proven ability to influence the C-suite level and to build relationships across internal and external stakeholders
• Ability to frame complex matrix environment as an advantage using data and narratives that resonate with each audience to gain support
• Continuous learner with proven ability to quickly learn and apply new technology areas
• Willingness and ability to travel locally and/ or internationally on short notice
• Proficiency in the local language

Leadership Acumen:

• Demonstrates Leadership at Ericsson tenets:
  • Proven ability to set and execute clear vision for your unit.
  • Proven ability to develop people.
  • Proven ability to secure results.
• Master of collaborating and leading in a complex matrix to secure objectives.
• Role model of uncompromising integrity; upholding ethics and compliance within the decision-making process with the ability to foster a speak-up culture
• Driver of innovation; naturally embraces new ideas and seeks out diverse perspectives to create innovative approaches and solutions
• Proven track record leading director-level or higher teams and building highly productive relationships with key internal and external stakeholders
• Demonstrated ability to lead at the enterprise level, influencing strategy, culture and operations beyond a single business unit
• Expert in conflict resolution mediation techniques, elevating only critical unresolved issues to executive leadership
• Demonstrated emotional and cultural intelligence; comfort working with diverse value systems, negotiating style and decision-making differences

Minimum Experience and Educational Requirement:

• Bachelor's degree in engineering
• Minimum of 15 years of experience in the telecommunication infrastructure industry with 10 years in the field of Radio Access Networks
• Minimum of 7 years in leadership positions
• Minimum of 5 years working in customer-facing role and/or experience in delivery, operator, or supplier
• Strong personal track record and experience of sales and C-level engagements in Networks domain

Notice:

At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Toronto (Country/ City)

Job details: Customer Operations Manager

Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

Your Pay
The salary offered is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.

The salary range for this position is

Toronto: $180,000 - $228,900

Short-Term Variable Compensation Plan (select if STV): Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit's objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health
Ericsson offers excellent health benefits including the choice of 3 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Core level coverage is paid for fully by Ericsson.

Your Financial Security
We invest in both your short and long-term financial wellbeing. Ericsson's Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee's contribution into the Registered Retirement Savings Plan, up to 8% of the employee's contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost, as well as short-term disability coverage. Employees also have the option to participate in Ericsson's Stock Purchase Plan.

Your Time
Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, at least 3personal days, minimum 10 holidays, 1 volunteer day, and sick days. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits
Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, wellness account, and recognition programs.