Director, Customer Experience

Key Responsibilities 

• Lead the customer experience strategy, operating model, and execution standards for assigned data center sites, campuses, or regional portfolios. 

• Own the customer lifecycle from requirements intake and commercial commitment through design coordination, construction readiness, deployment execution, customer move-in, operational handoff, and steady-state support. 

• Build and lead a team of customer experience program managers, project managers, and execution owners responsible for customer-facing delivery, issue resolution, and stakeholder communication. 

• Establish governance mechanisms for customer requests, escalations, audits, milestone reporting, SLA visibility, service reviews, and executive communications. 

• Partner with Sales, Customer Success, Solutions, Engineering, Site Deployment, Construction, Operations, Network, Security, Legal, Finance, and Procurement to align customer commitments with delivery and operational realities. 

• Ensure customer requirements for capacity, timing, power, cooling, network readiness, security, access, compliance, and site support are translated into clear project plans and tracked through closure. 

• Drive cross-functional resolution of customer-impacting risks, including schedule constraints, site readiness gaps, deployment blockers, service-quality concerns, audit findings, and operational escalations. 

• Develop and maintain customer experience dashboards, KPI reporting, issue logs, escalation trackers, action registers, and executive-ready summaries. 

• Standardize customer onboarding, move-in readiness, transition planning, communications cadence, acceptance criteria, and operational handoff documentation. 

• Oversee customer audit support and ensure site teams can provide accurate, consistent, and timely information related to infrastructure readiness, operational performance, maintenance activities, and compliance requirements. 

• Partner with Data Center Operations to ensure customer-facing processes align with MOP/SOP/EOP expectations, change management, incident response, maintenance windows, and service management practices. 

• Identify recurring customer pain points and translate them into process improvements, playbooks, training needs, reporting enhancements, or governance changes. 

• Provide leadership visibility into customer health, delivery confidence, portfolio risks, service-level trends, and major decision points. 

• Mentor and develop leaders and individual contributors across the customer experience function, reinforcing accountability, communication quality, operational rigor, and customer trust. 

• Support continuous improvement initiatives that improve predictability, consistency, responsiveness, and scalability across customer-facing data center workflows. 

Ideal Candidate Profile 

• 12+ years of experience in customer experience, customer success, service delivery, data center operations, infrastructure project delivery, technical program management, or mission-critical service management. 

• 5+ years of people leadership experience, including managing managers or senior program/project teams in a complex technical environment. 

• Experience supporting hyperscale data centers, cloud infrastructure, colocation, telecommunications, large-scale construction delivery, or mission-critical operations. 

• Strong understanding of customer lifecycle management across requirements intake, delivery execution, site readiness, customer transition, operational handoff, service reporting, and escalation management. 

• Demonstrated ability to partner with executive stakeholders and cross-functional teams across Sales, Operations, Engineering, Construction, Deployment, Network, Security, Legal, Finance, and Procurement. 

• Experience building operating models, dashboards, playbooks, governance cadences, customer health metrics, and executive reporting for complex portfolios. 

• Bachelor's degree in business, engineering, construction management, information systems, operations, or equivalent practical experience. 

Skills and Competencies 

• Customer-first leadership with strong judgment in balancing customer needs, operational risk, contractual obligations, and delivery constraints. 

• Executive communication skills, including the ability to simplify complex technical, schedule, and service issues into clear decisions and action plans. 

• Strong cross-functional leadership, stakeholder alignment, and escalation management across matrixed teams. 

• Operational discipline in tracking commitments, risks, issues, decisions, service levels, and handoff requirements. 

• Ability to build scalable standards, playbooks, dashboards, and governance mechanisms without slowing execution. 

• Strong coaching and team-development capability, with a focus on accountability, clarity, and consistent customer outcomes. 

• High comfort operating in ambiguous, fast-moving environments where priorities, schedules, and customer expectations can shift quickly. 

Preferred Skills / Certifications 

• Experience with data center service delivery, customer move-in, deployment readiness, customer transitions, audit support, or colocation operations. 

• Familiarity with ITIL, service management, incident/change management, customer health reporting, SLA/KPI reporting, or executive business reviews. 

• Experience with Smartsheet, ServiceNow, Salesforce, Jira, Oracle systems, Tableau/Power BI, or similar workflow, CRM, and reporting platforms. 

• PMP, PgMP, ITIL, Six Sigma, or customer success/service management certification. 

• Working knowledge of data center infrastructure, including power, cooling, network, physical security, access control, BMS/EPMS, CMMS, and operational procedures. 

• Experience supporting regulated, enterprise, cloud, government, or high-availability customer environments. 

Physical Demands / Work Environment 

This role operates in office, remote collaboration, and active data center environments. The position may require periodic travel to data center sites, customer meetings, construction/deployment reviews, and operational readiness sessions. Site visits may involve walking large facilities, standing for extended periods, using stairs, and following all safety, security, and access-control requirements. 

Why Oracle Cloud Infrastructure? 

• Global impact at cloud scale supporting some of the world's most demanding digital infrastructure. 

• Technically rigorous environment where customer trust, reliability, safety, and execution discipline matter every day. 

• Culture built on operational excellence, ownership, continuous improvement, and cross-functional partnership. 

• Long-term career development across cloud infrastructure, data center operations, delivery, customer experience, and global portfolio leadership.