Director Customer Operations

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Location: Canada – Toronto.

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

About this opportunity:

We are seeking a Director of Customer Operations to lead end‑to‑end operational excellence across Cloud Software & Services (CSS) engagements, for one of the leading customers in Canada. This is a CFR (Customer Fulfillment Responsible) role and as part of the Core-3 engagements, expected to lead the fulfillment part through the sale and delivery lifecycle. Reporting to the Head of Operations CSS Canada, the role is accountable for customer delivery performance, operational governance, financial discipline, and cross‑functional execution, ensuring CSS delivers high‑quality outcomes at scale while continuously improving customer experience and profitability.

The Director of Customer Operations partners closely with Customer Units (CUs), Sales, Delivery, PMO, Product, and Business Operations to translate strategy into execution and drive predictable outcomes for CSS business and customer success.

What you will do:

• Own end‑to‑end customer delivery performance across CSS engagements, ensuring delivery commitments, SLAs, and contractual outcomes are met.
• Drive operational rigor across delivery governance, escalation management, risk mitigation, and customer satisfaction.
• Act as the senior operational interface for key customer engagements, working in close partnership with account leadership.
• Lead customer steering meetings for reporting progress on critical programs and tracking key issues, escalations etc.
• Establish and lead operating rhythms, governance forums, and performance reviews across CSS delivery units.
• Monitor operational and financial KPIs including delivery health, margin, forecast accuracy, cost control, and customer experience metrics.
• Identify performance trends and drive corrective actions across portfolios and delivery teams.
• Partner with Finance and Business Operations to ensure strong cost and margin control, resource planning, and forecasting accuracy.
• Drive optimal utilization of delivery resources while balancing quality, speed, and financial outcomes.
• Support annual business planning, quarterly forecasting, and monthly operational reviews.
• Collaborate with PMO, Sales, Product, Engineering, and Customer Units to ensure seamless execution from presales through delivery.
• Align CSS operational execution with customer expectations, commercial commitments, and portfolio strategy.
• Influence without authority across a matrix organization to deliver results.
• Lead and develop a high‑performing operations leadership team, fostering accountability, collaboration, and continu