Customer Operations Manager

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