Customer Operations Manager

POSITION SUMMARY

The Customer-Facing Operations Manager serves as the primary interface between tenants and site operations, ensuring exceptional service delivery across mission-critical data center environments. This role bridges enterprise clients with internal engineering and operations teams to maintain uptime, SLA performance, and customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

THE ESSENTIAL FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

Core Responsibilities

Customer Interface & Relationship Management

• Act as the primary point of contact for assigned tenants

• Lead Quarterly Business Reviews (QBRs)

• Translate technical events into executive-level communication

• Advocate internally for customer needs and improvements

Service Delivery & SLA Ownership

• Ensure adherence to SLAs and uptime targets

• Track and manage ticket queues and resolution timelines

• Coordinate across operations, engineering, IT, and vendors

• Report on KPIs such as availability and response times

Incident & Escalation Management

• Lead communication during incidents and outages

• Provide real-time updates to customers

• Drive root cause analysis and post-incident reporting

• Ensure corrective actions are implemented

Capacity & Infrastructure Coordination

• Manage tenant allocations for power, space, and cooling

• Support onboarding of new deployments

• Coordinate with facilities teams on constraints

• Support growth and expansion planning

Customer Onboarding & Lifecycle Management

• Lead onboarding and deployment planning

• Ensure seamless transition into steady-state operations

• Maintain lifecycle visibility of tenants

Internal Coordination & Site Support

• Support Site Manager by managing customer-facing responsibilities

• Work with operations, engineering, IT, and vendors

Key Success Metrics

• SLA adherence and uptime performance

• Customer satisfaction and retention

• Incident response and resolution times

• Customer growth and expansion

Minimum Qualifications

5+ years in data center or mission-critical operations with customer-facing experience

Technical Knowledge

Understanding of power, cooling, and data center infrastructure systems

Core Competencies

• Strong customer communication skills

• Crisis and incident management

• Cross-functional coordination

• Ability to translate technical issues into business impact