Customer Operations Manager

TeraWulf Inc.

Customer-Facing Operations Manager

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.

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

TeraWulf Inc.

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Vacancy posted 1 day ago

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