Customer Experience Director

We are seeking a Global Customer Experience Partner – Hyperscale to join our Customer Experience organization. The candidate will serve as the senior operational and relationship leader for one of Cyrus One’s largest hyperscale customers, ensuring high quality service delivery, compliance, and lifecycle excellence across global data center operations.

This role will drive operational performance, manage escalations, enhance customer experience, and strengthen governance maturity across a complex, multi-region account portfolio. The Customer Experience Partner will serve as the strategic operational liaison for hyperscale customer engagements across the Americas and Europe, collaborating cross-functionally with Operations, Compliance, Service Delivery, Security, and Technology teams to ensure a consistent, high-quality customer experience that enables continued growth at scale.

• Govern account-level metrics including SLA adherence, uptime, incident response and resolution timelines, ensuring consistent rhythm-of-business (RoB) cadence.
• Lead customer governance forums including Quarterly Business Reviews (QBRs), performance scorecards, and continuous improvement sessions.
• Oversee operational health scorecards, customer performance analytics, and capability maturity assessments using Service Now, Power BI, and internal telemetry tools.
• Partner with internal executives, operations, compliance, and service delivery leaders to align service outcomes with contractual obligations and customer expectations.
• Lead escalation management, driving root-cause accountability and ensuring corrective actions are implemented and tracked through closure.
• Partner with the Compliance & Governance function to ensure audit readiness, SLA traceability, and control validation across all production assets.

• Serve as the customer’s primary post-delivery liaison, maintaining trusted relationships with executive and operational stakeholders.
• Maintain proactive communication and transparency with customer leadership to reinforce reliability, responsiveness, and partnership trust.
• Conduct QBRs to present performance trends, service improvements, and forward-looking initiatives.
• Translate customer feedback into actionable operational, technical, or process improvements.
• Identify and execute opportunities to enhance customer experience and service efficiency through process optimization, automation, and proactive service health reporting.

• Develop and maintain a global account capability roadmap focused on service maturity, monitoring coverage, reporting standardization, and incident prevention.
• Collaborate with the Customer Technology & Reporting and Governance teams to institutionalize consistent account practices and performance transparency.
• Influence internal product, technology, and process roadmaps by representing the customer’s operational perspective in cross-functional forums.
• Support lifecycle transitions between construction delivery and steady-state operations by validating readiness, documentation, and service standards.
• Use analytics and KPI insights to identify trends, risks, and opportunities to enhance reliability, responsiveness, and operational excellence.

• 10+ years of experience in customer success, service delivery, or program management within hyperscale, cloud, or data center environments.
• Strong understanding of operational compliance, SLA governance, and lifecycle management across global portfolios.
• Proven success managing large enterprise or hyperscale customer relationships post-delivery, with deep accountability for service outcomes.
• Demonstrated ability to lead escalations, drive performance analytics, and orchestrate cross-functional teams.
• Exceptional communication, relationship management, and stakeholder influence skills.
• Strong analytical mindset with experience using Power BI, Excel, and CRM/service management tools (Salesforce, Service Now).
• Ability to translate operational data into strategic insights for executive audiences.
• Must be able to travel up to 25%.
• Ex…