Note: This position does not provide immigration assistance or sponsorship.

We are seeking a Director of Customer Operations to lead end‑to‑end operational excellence across Cloud Software & Services (CSS) engagements for a leading customer in Canada. This CFR (Customer Fulfillment Responsible) role is part of the Core‑3 engagements, responsible for guiding fulfillment through the sale and delivery lifecycle. Reporting to the Head of Operations CSS Canada, the Director 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.

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, and more.

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.

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.

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.

Robust experience with operational governance, KPI‑driven execution, and performance management.

Financial acumen with experience managing delivery cost, margin, and forecasting.

Executive‑level communication and stakeholder management skills.

144,000 – $189,000 CAD

Short‑Term Variable Compensation Plan: Annual bonus opportunities are based on individual and unit performance, with eligibility and pro‑ration rules applying.

Ericsson offers comprehensive health benefits, core‑level coverage fully paid, a 50% match on employee contributions to the Registered Retirement Savings Plan up to 8%, basic life and accidental death coverage, short‑term disability, and a stock purchase plan.

Paid time off includes a minimum of 18 days of accrued vacation, at least 3 personal days, 10 holidays, 1 volunteer day, and sick days. Paid maternity leave is up to 10 weeks and parental or adoption leave is 6 weeks at 100% pay.

Disability Accommodation If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.

📌 Head of Cloud Operations Management (Toronto)
🏢 Embedded Shishya
📍 Toronto