Operational Product Manager

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About this role
RTE(Radio & Transport Engineering) Customer Experience enables seamless interaction between Ericsson's customers and R&D, ensuring high-quality engagement throughout the product lifecycle - from early engagement through product development, introduction, and into maintenance and support phases.
As the Operational Product Manager (OPM) for Japan, you serve as the main link between Ericsson's R&D, Market Area North East Asia (MNEA), and Japanese Customer Units (NRJ). Your focus is on ensuring hardware quality and customer satisfaction by efficiently managing escalations, driving field corrections, and coordinating with R&D for issue resolution. This role is central to delivering reliable hardware products in Japan and aligning global product management with local customer needs, supporting Ericsson's "R&D Close to Customer" vision and the "One Voice towards our Customer" principle.
Main Responsibilities

• You act in a delegated Product Management (SPM) role post HW GA
• Serve as the primary point of contact for hardware-related issues between R&D, Customer Units Japan and customers.
• Work closely with MA quality team in Japan around HW quality (including impacts from installations, field maintenance etc)
• You are responsible for handling customer escalations including:
  • Leading taskforces (together with Product Support appointed person being technical lead)
  • Progress/executive reporting, internal R&D and external towards MA/CU/Customer
• Escalation path for CU's regarding perceived HW product quality issues
• Proactive supervision of HW KPI's from live networks
• Drive customer engagement & deployment support activities
• Prepare decisions and drive HW Field Corrections (FCO/RCO/SA)
• FSR cost handling and follow up monitoring actual costs compared with approved costs

To be successful in the role you must have

• Strong understanding of Japanese business culture, customer expectations, and communication practices.
• Customer Centric attitude with passion to meet changing customer needs.
• Experience of BNEW products and familiarity with HW lifecycle processes.
• Well-structured with an ability to communicate and collaborate on various levels within and outside Ericsson
• Clarity, listening skills and ability to empower and inspire people
• Driving and accepting innovation and change with a collaborative attitude
• Strong cultural awareness and experience of working in multi-site organizations or projects
• Courageous leadership, providing clear direction and setting appropriate standards of behavior through uncompromising integrity
• Strategic thinking and the ability to prioritize to meet long term goals
• Cross organization networking and collaboration skills
• Knowledge and experience of R&D practices, including DevOps and CI/CD principles.
• Solid experience as a senior leader of complex technical organizations in a multi-stakeholder environment.
• Language Proficiency: business-to-professional level English required; excellent Japanese is a strong advantage.

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 solutions never seen before 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? Click Here 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 champion 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 Employer. learn more.
Primary country and city: Japan (JP) || Yokohama
Req ID: 780745