# Director Customer Operations Remote from[Canada](https://jobicy.com/job-region/canada.md)Salary, yearly, CAD 144,000 - 189,000Department [Product & Operations](https://jobicy.com/categories/management.md) Employment type Full Time, Job posted22 Jul 2026Apply before22 Aug 2026Experience level Director Views / Applies 27 / 1 [About company](https://jobicy.com/company/ericsson.md) * Share About [Ericsson](https://jobicy.com/company/ericsson.md) Enabling the full value of connectivity. [Telecommunications](https://jobicy.com/company-category/telecommunications.md) * 1876 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This Director of Customer Operations role at Ericsson Canada leads end-to-end operational excellence for Cloud Software & Services engagements. The position is responsible for customer delivery performance, operational governance, and financial discipline. It involves close partnership with sales, delivery, PMO, and product teams to drive predictable outcomes. The ideal candidate has director-level experience in customer operations and strong financial acumen. This role offers a competitive salary and the opportunity to lead a high-performing team. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This is a senior leadership role requiring extensive experience managing complex customer environments and cross-functional teams, making it highly challenging. ### Salary Analysis Median Market Rate CAD166,500CA Market CAD120k – 220k 0 CAD242k AI Insight The offered salary range of $144,000-$189,000 is competitive within the Canadian market for a Director of Customer Operations. The midpoint aligns well with industry standards given the role's scope and responsibilities. ### Core Skills Required [Customer Operations](https://jobicy.com/jobs?search_keywords=Customer+Operations.md) [Service Delivery](https://jobicy.com/jobs?search_keywords=Service+Delivery.md) [Operational Excellence](https://jobicy.com/jobs?search_keywords=Operational+Excellence.md) [Financial Acumen](https://jobicy.com/jobs?search_keywords=Financial+Acumen.md) [Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder+Management.md) [Leadership](https://jobicy.com/jobs?search_keywords=Leadership.md) [Cloud Services](https://jobicy.com/jobs?search_keywords=Cloud+Services.md) [KPI Management](https://jobicy.com/jobs?search_keywords=KPI+Management.md) [Risk Mitigation](https://jobicy.com/jobs?search_keywords=Risk+Mitigation.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) ### Cover Letter Sample Dear Hiring Manager, I am writing to express my interest in the Director of Customer Operations position at Ericsson. With over 10 years of experience leading customer operations and service delivery in the tech sector, I have a proven track record of driving operational excellence and financial performance. My expertise in managing large-scale programs and cross-functional teams aligns perfectly with the requirements of this role. I am excited about the opportunity to contribute to Ericsson's success and would welcome the chance to discuss my qualifications further. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe your experience leading end-to-end customer delivery in a large-scale environment?I have led multiple multi-million dollar engagements, ensuring SLAs and contractual outcomes were met through rigorous governance and performance management. For example, at my previous company, I reduced delivery delays by 20% by implementing a new escalation process.How do you manage financial performance and margin control in a director role?I partner closely with finance to monitor cost, margin, and forecast accuracy. I use KPI dashboards to track delivery health and drive corrective actions. In one instance, I improved margin by 5% through better resource planning.Describe a time you influenced cross-functional teams without direct authority.In a matrixed organization, I led a cross-functional initiative to improve customer satisfaction by coordinating with sales, product, and engineering teams. Through regular alignment meetings and data-driven recommendations, we achieved a 15% increase in satisfaction scores.How do you develop high-performing teams?I focus on talent development, clear goal setting, and fostering a culture of accountability. I have successfully mentored several team members to senior roles through structured development plans and continuous feedback.What operational metrics do you prioritize for customer delivery success?I prioritize on-time delivery, customer satisfaction scores, margin performance, and resource utilization. These metrics provide a comprehensive view of operational health and guide decision-making. ## Join our Team 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 continuous improvement. * Drive competence readiness, talent development, and succession planning within Customer Operations. * Promote a culture of customer focus, transparency, and operational excellence. The skills you bring: * Director‑level experience leading customer operations, service delivery, or large‑scale programs within software, core and cloud services. * Proven track record of managing complex customer environments, financial performance, and cross‑functional stakeholders. * Strong experience with operational governance, KPI‑driven execution, and performance management. * Financial acumen with experience managing delivery cost, margin, and forecasting. * Experience operating in matrixed, global organizations. * Executive‑level communication and stakeholder management skills. What happens once you apply? [Click Here](http://www.ericsson.com/en/careers/hiring-process) to find all you need to know about what our typical hiring process looks like. Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.](http://www.ericsson.com/en/careers) If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.americas@ericsson.com. 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: ICT Program Director/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 • : $144,000 – $189,000 CAD Short-Term Variable Compensation Plan: 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 receive 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, plus 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. 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