Customer Experience Director

Responsibilities

• Govern account-level metrics including SLA adherence, uptime, incident response and resolution timelines, ensuring consistent rhythm-of-business (RoB) cadence.
• Lead customer governance forums including Quarterly Business Reviews (QBRs), performance scorecards, and continuous improvement sessions.
• Oversee operational health scorecards, customer performance analytics, and capability maturity assessments using ServiceNow, Power BI, and internal telemetry tools.
• Partner with internal executives, operations, compliance, and service delivery leaders to align service outcomes with contractual obligations and customer expectations.
• Lead escalation management, driving root-cause accountability and ensuring corrective actions are implemented and tracked through closure.
• Partner with the Compliance & Governance function to ensure audit readiness, SLA traceability, and control validation across all production assets.
• Serve as the customer’s primary post-delivery liaison, maintaining trusted relationships with executive and operational stakeholders.
• Maintain proactive communication and transparency with customer leadership to reinforce reliability, responsiveness, and partnership trust.
• Conduct QBRs to present performance trends, service improvements, and forward-looking initiatives.
• Translate customer feedback into actionable operational, technical, or process improvements.
• Identify and execute opportunities to enhance customer experience and service efficiency through process optimization, automation, and proactive service health reporting.
• Develop and maintain a global account capability roadmap focused on service maturity, monitoring coverage, reporting standardization, and incident prevention.
• Collaborate with the Customer Technology & Reporting and Governance teams to institutionalize consistent account practices and performance transparency.
• Influence internal product, technology, and process roadmaps by representing the customer’s operational perspective in cross-functional forums.
• Support lifecycle transitions between construction delivery and steady-state operations by validating readiness, documentation, and service standards.
• Use analytics and KPI insights to identify trends, risks, and opportunities to enhance reliability, responsiveness, and operational excellence.

Qualifications

• 10+ years of experience in customer success, service delivery, or program management within hyperscale, cloud, or data center environments.
• Strong understanding of operational compliance, SLA governance, and lifecycle management across global portfolios.
• Proven success managing large enterprise or hyperscale customer relationships post-delivery, with deep accountability for service outcomes.
• Demonstrated ability to lead escalations, drive performance analytics, and orchestrate cross-functional teams.
• Exceptional communication, relationship management, and stakeholder influence skills.
• Strong analytical mindset with experience using Power BI, Excel, and CRM/service management tools (Salesforce, ServiceNow).
• Ability to translate operational data into strategic insights for executive audiences.
• Must be able to travel up to 25%.
• Experience with data center infrastructure or critical environment operations.
• Familiarity with incident, change, and problem management frameworks (ITIL).
• Certification in Program or Project Management (PMP, PgMP, or Lean Six Sigma).
• Bachelor’s degree in Business, Engineering, or related field (MBA or Master’s preferred).