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About the Role
The Customer-Facing Operations Manager is the primary interface between tenants and site operations in mission-critical data center environments. This role ensures exceptional service delivery by bridging enterprise clients with internal teams to maintain uptime, SLA performance, and customer satisfaction.
Responsibilities
- 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
- 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
- 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
- Manage tenant allocations for power, space, and cooling
- Support onboarding of new deployments
- Coordinate with facilities teams on constraints
- Support growth and expansion planning
- Lead onboarding and deployment planning
- Ensure seamless transition into steady-state operations
- Maintain lifecycle visibility of tenants
- Support Site Manager by managing customer-facing responsibilities
- Work with operations, engineering, IT, and vendors
Requirements
- 5+ years in data center or mission-critical operations with customer-facing experience
- Understanding of power, cooling, and data center infrastructure systems
- Strong customer communication skills
- Crisis and incident management
- Cross-functional coordination
- Ability to translate technical issues into business impact
Skills
- Customer communication
- Crisis management
- Incident management
- Cross-functional coordination
- Technical communication
Experience Level
- 5+ years