AddressAbout this opportunity:
The BCSS and Networks Customer Operations Manager (COM) – Optus, is a critical senior leadership role with end-to-end accountability for the operational, compliance and financial performance towards multiple ANZA accounts. The role is the single accountable interface into various Key Account Management. The COM role is a key interface into the customer.
The role engages proactively with key customer stakeholders in delivering our contractual obligations and builds relationships of trust and confidence, contributing to the strength of the strategic relationship between our customers and Ericsson. The COM delivers value to both Ericsson and the customer, through outstanding service delivery and supporting the identification and realisation of services sales opportunities. As the COM is the central point of escalation for internal operational matters, the role is required to be available to be responsive to network incidents and critical escalations as and when required.
What you will do:
- Lead the end-to-end Networks portfolio to deliver Ericsson’s contract obligations toward our customers.
- Strategic planning and leadership to develop and execute the Key Account(KA) service delivery plan, aligned to the KA Strategy, Network Operations plans, delivering agreed financial and growth targets.
- Lead and collaborate to secure contract and commercial terms that ensure profitable and sustainable business for Ericsson.
- Build relationships of trust and confidence with the customer, proactively engaging with key customer stakeholders around customer needs, Ericsson service delivery value and opportunities, aligned to the KA Strategy and Customer Stakeholder plan.
- Proactively lead, orchestrate and collaborate across Ericsson to deliver KA targets and objectives.
- Effectively and efficiently identify, communicate and mitigate key risks, issues and concerns.
- Proactively and effectively engage with relevant customer stakeholders including to communicate program status, manage customer expectations and update on resolution of key risks, issues, or concerns.
- Through direct / matrix leadership across the Program, inspire high performance, accountability and a Health & Safety culture.
The skills you bring:
- Strong background in Network Program Management and/or Customer Support.
- A track record of high performance in customer delivery
- Demonstrated senior customer relationship, engagement and influencing skills
- Excellent financial & commercial acumen
- Proven negotiation and argumentation skills
- Strong leadership experience in a matrix, complex environment
- A high level of personal resilience
Why Join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What Happens once you apply?
to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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 and Affirmative Action employer, . We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to .
We are proud to announce at Ericsson Australia, our employees have once again voted us as a Great Place to Work® and we have been officially Certified™ in 2023. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.
Ericsson Australia Employee Benefits
- Wellness: Ericsson Australia offers a variety of programs crafted to support your physical and emotional wellbeing.
- Paid Time Off: We encourage all employees to switch off to recuperate and recharge through paid time off.
- Work Conditions: Looking to find better work / life balance? Speak to us about flexible work arrangements**
- Employee Discounts: We offer employees access to discounted health insurance, groceries and entertainment through our partner providers.
- Employee Development: Working at Ericsson gives you access to Degreed, an integrated learning platform where you can learn, upskill, develop and measure your skills.
- Awards: Ericsson values dedication, and we regularly recognize employee commitment through award programs i.e. service awards and peer recognition.
