Customer Operations Manager

About the role

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.

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

Requirements

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

Technical Knowledge

• Understanding of power, cooling, and data center infrastructure systems

Skills

• Strong customer communication skills
• Crisis and incident management
• Cross-functional coordination
• Ability to translate technical issues into business impact