Director, Customer Delivery

At Rowan Digital Infrastructure, we are transforming data center delivery for speed and scale. Our mission is to deliver best-in-class data center solutions to hyperscale customers who share our commitment to sustainability, with an unwavering focus on efficiency, quality, and flexibility. Our data center solutions are tailored to our customers’ needs and delivered by our exceptional end-to-end team.

About the role

As Director of Customer Delivery, you own the relationship between our customers and the Rowan operations team that serves them. You are the voice of the customer within the FacOps operating system, responsible for customer satisfaction and retention, and for ensuring every customer commitment is understood, represented, and met across our portfolio of data center and power generation sites. This is a senior leadership role for someone who can balance unwavering advocacy for the customer with a realistic understanding of operational constraints. You will translate customer expectations into actionable requirements, surface customer-driven risks, and ensure the customer perspective is heard during decision-making.

You will lead a growing team and partner directly with the heads of Critical Operations, Operations Analytics, and Security Operations, reporting to the Vice President of Critical Operations.

Travel: Up to 25-30% for company gatherings or project sites. Location: Denver, CO; remote opportunities available for exceptional candidates.

Responsibilities

• Own customer relationships and retention:
  • Lead customer relationships across all sites, with direct ownership of satisfaction and retention outcomes.
  • Build and maintain trust-based relationships that endure through routine operations and high-pressure incidents.
  • Run customer-facing performance reviews and operations-focused business updates to strengthen confidence in delivery.
  • Own the customer Net Promoter Score (NPS) program end-to-end, including survey design, analysis, and follow-up actions to improve satisfaction and retention.
• Drive SLA and service performance:
  • Oversee SLA adherence and service performance across the portfolio, owning the customer health picture.
  • Track and report on SLA performance and customer satisfaction, proactively closing gaps between expectations and operational delivery.
  • Partner with SLA & Performance Governance to ensure customer-facing reporting is accurate, consistent, and defensible.
• Commercial administration:
  • Own customer invoicing end-to-end, ensuring charges reflect contracted terms, service levels, and actual delivery.
  • Manage accounting for operations and maintenance (O&M), including cost tracking, cost recovery, and pass-through charges.
  • Serve as the customer-facing owner for billing questions, disputes, and reconciliations.
  • Maintain a clear, accurate picture of the commercial health of each account and report on it to internal stakeholders and customers.
• Translate customer demand into operational reality:
  • Turn customer expectations into clear, actionable operational requirements.
  • Bring customer commitments into operational planning and flag potential conflicts with operational constraints.
  • Identify and surface customer-driven risks before they escalate into operational or reputational issues.
• Lead communication during incidents and major events:
  • Own structured, timely customer communication during incidents and major events.
  • Align with Operations and Security on communication strategies during performance issues.
• Partner with Business Development across the sales cycle:
  • Advise on operational feasibility during the sales cycle to ground customer commitments in reality.
  • Provide input on SLA structures, service-level commitments, and operational constraints during deal shaping and contract negotiation.
  • Own a clean handoff from sales to delivery, ensuring commitments made during the pursuit are fully understood by operations.
  • Support expansion and renewal by surfacing account health, satisfaction signals, and growth opportunities.
• Lead and grow the team:
  • Build, coach, and scale a customer-facing organization spanning Customer Operations, SLA & Performance Governance, Commercial Administration, and site-aligned teams.
  • Set team structure, goals, and performance frameworks to hold the function accountable.

How You'll Work With Other Functions

• Critical Operations: Surface customer commitments, SLA requirements, and risk signals. Ensure the customer’s perspective is fully understood before operational decisions are made.
• Operations Analytics: Communicate which metrics matter most from the customer’s perspective and align on reporting frameworks. Ensure customer signals are accurately measured.
• Physical Security: Relay customer security requirements, audit expectations, and constraints. Align on commitments the organization can stand behind.
• Business Development: Partner throughout the sales cycle to ground commitments in operational reality. Own the handoff from sales to delivery and feed account health signals back to support renewal and expansion.

Requirements

• Bachelor’s degree in business, Operations, Engineering, or a related field; advanced degree a plus.
• 8+ years in customer success, account management, or a senior customer-facing role, including 3+ years leading and scaling teams; experience with large enterprise or hyperscale customers preferred.
• Proven track record of owning retention and satisfaction outcomes across a portfolio of high-value, complex accounts.
• Strong command of SLA management, service performance, and customer health reporting in an operational or infrastructure environment.
• Demonstrated ability to influence without authority and drive alignment across functional peers and executive stakeholders.
• Experience partnering with sales or business development across the deal cycle, including advising on SLAs and service commitments and owning the handoff from sales to delivery.
• Excellent communication and executive presence, with the ability to lead calmly and clearly during incidents and high-pressure events.
• A data-driven mindset comfortable with performance metrics, framing trade-offs, and defending reporting to customers.
• Sound judgment that balances customer advocacy with operational realism and surfaces risk early.
• Preferred: Experience in data center, critical infrastructure, or mission-critical facilities; familiarity with SOC, regulatory, and customer security/audit requirements.

What Success Looks Like

In this role, success is the consistent, credible representation of the customer, balancing advocacy with realism about operational delivery. A high performer:

• Maintains strong, trust-based customer relationships that endure through incidents.
• Communicates clearly during both normal operations and disruptions.
• Identifies and surfaces customer risk early.
• Provides clear articulation of customer commitments and expectations to internal teams.
• Flags risks where operational decisions may impact SLAs or customer satisfaction.
• Enables cross-functional alignment without creating unnecessary escalation.

Benefits

• Hybrid working environment.
• Team building and educational opportunities.
• Generous benefits package including robust health benefits and a 401(k) with company contribution.
• Unlimited PTO.
• RTD EcoPass or parking reimbursement.
• Competitive compensation, bonus, and an incentive plan.

Compensation: $175k - $220k (includes bonus and equity).