Director Customer Operations
About The Position
We are seeking a Director of Customer Operations to lead end‑to‑end operational excellence for network operations, with one of the leading customers in the USA. 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 T-Mobile, the role is accountable for customer delivery performance, operational governance, financial discipline, and cross‑functional execution, ensuring network operations 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 network operations business and customer success.
Requirements
- 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.
Responsibilities
- Own end‑to‑end customer delivery performance, 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 meetings for reporting progress on critical programs and tracking key issues, escalations etc.
- Establish and lead operating rhythms, governance forums, and performance reviews.
- 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 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.
Benefits
- Choice of three medical plan options
- Dental plan option
- Company credits towards medical and dental premiums
- 401(k) Plan with automatic 3% company contribution
- 401(k) company match $1 for $1 on the first 3% of eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay
- Company credits for basic life insurance and basic accidental death and dismemberment coverage
- Company credits for short-term and long-term disability coverage
- Option to participate in Ericsson’s Stock Purchase Plan
- 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
- Financial wellness programs
- Educational assistance
- Matching gifts
- Recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
