Customer Operations Manager

Join our Team

We are now looking for a Customer Operations Manager (COM) who is data- and value-driven, with a strong focus on contractual fulfilment and operational excellence across the full lifecycle of commercial engagements.

In this role, you will act as Contract Fulfilment Responsible (CFR), representing the operational and contractual interests of Ericsson while working closely with Key Account Managers (KAMs), Service Delivery organizations, and customers. You will ensure that agreed performance, financial, and compliance targets are met while leading teams in complex delivery environments.

What you will do

• Act as Contract Fulfilment Responsible (CFR) within the Core 3 engagement framework.


• Participate in Project Steering Groups, providing governance and oversight of commercial engagements.


• Ensure compliance with Ericsson group directives, legal and financial requirements, E+OHS standards, data security and privacy policies, and approved processes and tools.


• Align stakeholder expectations, monitor delivery progress, and proactively manage risks to ensure contractual commitments are fulfilled.


• Collaborate with Key Account Managers (KAMs) and Service Delivery teams to secure contract financial performance, with strong focus on cash flow and margin targets.


• Drive continuous improvement by contributing to the simplification and development of processes, methods, and tools across the product lifecycle.


• Lead, manage, and mentor business area teams or large project teams, ensuring operational performance in complex environments.


• Promote health, safety, and well-being in line with Ericsson’s Target Zero ambition, enabling employees to perform and thrive.

The role focus

• People leadership with accountability for performance and results.


• Management of large teams of professional employees or programs.


• Operational management applying a broad range of skills to drive performance and outcomes.


• Leadership of business areas or programs with moderate resource demands, risk, and complexity.


• Evaluation of key business challenges and leadership of innovative or new solutions.


• Influence and collaboration with managers, leaders, customers, vendors, and external partners.


• Alignment with organizational plans, supporting key programs, services, and technologies.


• You will bring


• In-depth understanding of business operations and commercial engagement management.


• Proven leadership experience managing teams and complex projects.


• Strong analytical, critical thinking, and problem-solving skills.


• Commercial mindset with focus on financial performance, cash flow, and margin management.


• Ability to build strong relationships across internal and external stakeholders.


• Strong commitment to health, safety, environmental, and compliance standards.