Retention Operations Program Manager

Grow with us Ericsson Enterprise Wireless Solutions Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1’s, H-1B1’s, E-3’s, O-1’s, and TN’s. Ericsson also does not hire F-1’s working on CPT or EAD for this position.

Note:

This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise,  Plano, TX Relocation is not offered for this position.

About this opportunity

The Retention Operations Program Manager is an individual contributor role within the Customer Success & Renewals organization, based in Boise,  (preferred) or Plano, TX. This role focuses on designing, executing, and continuously improving programs that drive customer retention and renewal performance across Ericsson's software and services portfolios. Working cross-functionally with Customer Success, Renewals, Sales, Operations, Finance, and Analytics teams, this position builds scalable retention frameworks, standardizes processes, and enables proactive, data-informed risk management across the customer lifecycle.

What you will doLead cross-functional retention and renewal programs from design through execution, tracking KPIs and outcomes

Design and document standardized retention and renewal processes, policies, roles, and handoffs to reduce friction and clarify accountability

Use data and analytics to identify churn risks, define metrics, and translate insights into targeted initiatives and playbooks

Coordinate stakeholders across Customer Success, Renewals, Sales, Operations, Finance, and Analytics; communicate status, risks, and key decisions

Support change management, communication, and training for new or updated retention processes, tools, and playbooks

Continuously review program and process performance, proposing and implementing improvements aligned with Ericsson's governance and quality standards

Location:

Boise, Idaho (preferred) or Plano, Texas. No immigration or relocation is offered for this role.

The skills you bring

You have:

Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field — or equivalent practical experience

At least 5 years of experience in Sales Operations, Program Management, Customer Success and/or Renewal Programs or similar roles in a B2B technology, SaaS, or telecom environment

Demonstrated experience leading complex, cross-functional programs with measurable business outcomes related to retention, renewals, or customer lifecycle

Strong program management skills: planning, prioritization, risk management, and stakeholder communication

Solid understanding of customer lifecycle concepts (onboarding, adoption, value realization, renewal, expansion, churn) and their operational implications

Ability to define metrics, interpret analyses, and convert insights into concrete action plans

Effective collaboration skills with the ability to build alignment across diverse stakeholder groups without direct authority

Strong sense of ownership and self-direction in a fast-paced, evolving environment

Fluency in English (spoken and written)
It would be nice if you also have:

Experience with CRM/Customer Success platforms (e.g., Salesforce, Gainsight), process improvement methodologies (Lean, Six Sigma), global team collaboration, and creating operational documentation such as playbooks and process maps

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…