Customer Experience Project Manager (Nashville, TN)

About the Role

As a Customer Experience Project Manager, you will lead customer-facing project execution for Oracle Cloud Infrastructure data center delivery, deployment readiness, customer move-in, operational handoff, and service continuity. This role sits at the intersection of customer commitments, site readiness, deployment execution, infrastructure operations, and cross-functional issue resolution. You will partner across Customer Experience, Sales, Customer Success, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, Procurement, and external customer stakeholders to ensure customer requirements are translated into clear project plans, risks are tracked through closure, and customer-facing milestones are communicated with discipline, accuracy, and accountability.

This is a full-time, onsite role in Nashville, TN.

Responsibilities

• Lead customer-facing project plans for data center readiness, deployment execution, customer move-in, transition, and operational handoff.
• Translate customer requirements related to capacity, timing, power, cooling, network readiness, physical access, security, compliance, and site support into actionable project milestones.
• Own project schedules, action registers, risk logs, issue trackers, dependency maps, customer updates, and executive-ready reporting.
• Partner with Site Deployment, Construction, Engineering, Network, Security, Operations, and Customer Success to align delivery commitments with actual site readiness.
• Drive resolution of customer-impacting blockers, including schedule constraints, readiness gaps, access issues, deployment dependencies, service-quality concerns, and operational handoff risks.
• Coordinate customer move-in readiness, acceptance criteria, deployment windows, transition plans, audit support, and recurring status cadences.
• Maintain clear visibility into customer commitments, open decisions, escalation paths, milestone health, and risks to delivery confidence.
• Support customer business reviews, service reviews, readiness reviews, and executive escalation meetings with accurate project data and concise recommendations.
• Ensure customer-facing workstreams align with MOP/SOP/EOP expectations, change management, incident response, maintenance windows, and operational procedures.
• Identify recurring execution gaps and partner with Customer Experience leadership to improve playbooks, templates, dashboards, and governance standards.
• Support portfolio-level reporting across assigned accounts, sites, or deployment programs, highlighting customer health, delivery risks, and action ownership.
• Mentor project coordinators or partner teams on project discipline, customer communication quality, issue tracking, and operational handoff expectations.

Requirements

• 8+ years of experience in technical project management, customer delivery, customer success, service delivery, data center operations, infrastructure deployment, or mission-critical program execution.
• Experience managing customer-facing projects in cloud infrastructure, hyperscale data centers, colocation, telecommunications, construction delivery, or high-availability operations.
• Strong understanding of project delivery across requirements intake, site readiness, deployment execution, customer transition, operational handoff, and escalation management.
• Demonstrated ability to coordinate across Sales, Customer Success, Engineering, Construction, Deployment, Network, Security, Operations, Legal, Finance, and Procurement.
• Experience building project schedules, risk logs, issue trackers, action registers, dashboards, status reports, and executive summaries.
• Bachelor's degree in business, engineering, construction management, information systems, operations, or equivalent practical experience.

Skills

• Strong customer-facing communication with the ability to create clarity, urgency, and trust across complex project environments.
• Excellent project management discipline, including schedule ownership, issue tracking, risk management, dependency coordination, and follow-through.
• Strong judgment in balancing customer expectations, operational risk, technical constraints, and delivery commitments.
• Ability to simplify complex infrastructure, deployment, schedule, and service issues into clear actions and decisions.
• High accountability for accurate reporting, crisp communication, and timely escalation.
• Strong cross-functional influence without direct authority.

Preferred Qualifications

• Experience with data center move-in, customer deployment readiness, audit support, service delivery, or colocation operations.
• Familiarity with ITIL, incident/change management, SLA/KPI reporting, customer health reporting, or executive business reviews.
• Experience with Smartsheet, ServiceNow, Salesforce, Jira, Oracle systems, Tableau/Power BI, or similar workflow and reporting platforms.
• PMP, PgMP, ITIL, Six Sigma, or customer success/service management certification.
• Working knowledge of data center infrastructure, including power, cooling, network, physical security, access control, BMS/EPMS, CMMS, and operational procedures.

Work Environment

This role operates in office, remote collaboration, and active data center environments. The position may require periodic travel to data center sites, customer meetings, deployment reviews, and operational readiness sessions. Site visits may involve walking large facilities, standing for extended periods, using stairs, and following all safety, security, and access-control requirements.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short-term and long-term disability insurance
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Flexible Vacation for salaried employees (13 days annually for the first three years, 18 days annually thereafter)
• 11 paid holidays
• 72 hours of paid sick leave upon date of hire, with a maximum cap of 112 hours
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal services
• Voluntary benefits including auto, homeowner, and pet insurance

Pay

Hiring range in USD: $114,600 - $234,600 per year. May be eligible for bonus, equity, and compensation deferral.