Director, Customer Experience Operations, NA

About Vantage

Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position Overview

This role can be based in Denver, CO. in alignment with our flexible work policy (3 days in, 2 days flexible).

The Director, Customer Experience Operations & Service Delivery is responsible for defining, building, and scaling the operational infrastructure, systems, analytics, service delivery processes, and governance that enable a consistent, world-class experience across Vantage's hyperscale customer portfolio.

This strategic leadership role serves as the operational backbone of the Customer Experience (CE) organization. It drives standardization, automation, service excellence, customer insight, and executive visibility across the customer lifecycle, from contract execution and onboarding through Ready for Service (RFS), steady-state operations, expansion, renewal, and executive engagement.

The role owns the CE operating model, including ServiceNow service desk and customer portal strategy, dashboard and KPI governance, executive reporting, and continuous improvement. This leader partners closely with Sales, Operations, Construction, Engineering, Security, Finance, Legal, IT, and Executive Leadership to deliver scalable processes, actionable insight, and measurable customer outcomes.

Essential Job Functions

Customer Experience Operating Model & Governance

Design, implement, and continuously improve a scalable CE operating model that supports portfolio growth and the complexity of hyperscale customers.

Establish governance, decision rights, role clarity, and documented accountability across Strategic Account Managers and cross-functional partners.

Map end-to-end customer and internal workflows to identify ownership gaps, friction, control weaknesses, and opportunities for standardization or automation.

Develop common methodologies for account planning, dependency management, operational readiness, contractual obligations, and risk identification across legal, operational, financial, and commercial dimensions.

Establish content and records governance for customer communications, reporting, statements of work, job aids, operating records, and SAM work product.

Ensure the operating model aligns with Vantage standards, lease obligations, and executive expectations.

ServiceNow Service Desk, Customer Portal & Service Delivery

Own the business strategy, operating model, governance, and continuous improvement roadmap for the CE service desk and ServiceNow customer portal.

Define and manage intake, categorization, routing, prioritization, fulfillment, escalation, closure, and customer communication standards for service requests, incidents, and inquiries.

Establish service-level objectives, operating-level agreements, response and resolution targets, quality standards, escalation thresholds, and executive visibility for critical customer matters.

Partner with IT, Operations, Security, and other functional owners to translate customer and business requirements into scalable ServiceNow workflows, integrations, automation, and reporting.

Lead portal adoption, self-service design, knowledge management, case deflection, customer communications, and user experience improvements.

Create governance for data quality, assignment ownership, queue health, aged cases, reopen rates, backlog reduction, root cause analysis, and corrective action follow-through.

Use service desk trends and customer feedback to identify systemic issues, improve processes, and reduce customer effort.

Establish best practices for major incident communications, customer escalations, and coordinated execution of executive engagement protocols.

Dashboards, Customer Health & KPI Management

Own the CE data and reporting strategy, dashboard architecture, KPI framework, and reporting governance.

Lead the creation and ongoing management of executive, operational, and customer-facing dashboards using trusted operational, financial, contractual, service, and relationship data.

Manage the Customer Health Index framework, incorporating leading and lagging indicators to surface customer risk, satisfaction, retention, expansion, and delivery performance.

Create portfolio scorecards covering service performance, SLA attainment, customer satisfaction, RFS readiness, renewal readiness, executive engagement, revenue risk, and strategic account health.

Partner with IT, analytics, and business intelligence teams to improve data quality, automate reporting, and reduce manual effort.

Translate data into executive-ready insights, trends, decisions, and recommended actions for monthly and quarterly operating reviews.

Monitor KPI performance and ensure owners maintain measurable recovery or improvement plans when targets are not met.

Cross-Functional Orchestration, Escalation & Program Enablement

Serve as the centralized intake and triage point for CE and SAM operational initiatives, ensuring prioritization, visibility, business case clarity, and effective handoff to PMO or functional teams.

Establish and facilitate a weekly SAM operating forum that drives alignment, knowledge sharing, issue visibility, and decision follow-through.

Develop scalable tools, templates, playbooks, automation, and job aids that improve consistency, data accessibility, and execution quality.

Strengthen cross-functional transparency and accountability through clear owners, decision logs, action registers, and measurable commitments.

Executive Visibility & Strategic Customer Programs

Deliver concise, executive-ready reporting and briefing materials for internal leadership reviews and customer-facing business reviews.

Provide portfolio-level insight into service performance, systemic risk, customer sentiment, revenue exposure, delivery confidence, and expansion pathways.

Own the operational governance of the stakeholder management program, including stakeholder mapping, relationship plans, engagement tracking, follow-up actions, and outcome measurement.

Partner with senior leadership to evolve the CE and Strategic Account programs in line with Vantage growth, customer expectations, and business priorities.

Perform additional duties as assigned.

Job Requirements

Bachelor's degree in Business Administration, Engineering, Computer Science, Operations Management, or a related field required; MBA or equivalent advanced degree preferred.

7+ years of progressive experience across customer experience operations, customer success operations, service management, business operations, data center operations, telecommunications, hyperscale account support, or strategic program management.

4+ years of experience leading Customer Experience Operations, Customer Success Operations, service delivery, business operations, or a comparable enterprise operating function.

Experience supporting hyperscale or large enterprise customers in complex, multi-stakeholder environments strongly preferred.

Data center, high-tech infrastructure, telecommunications, or mission-critical operating experience strongly preferred.

Demonstrated experience implementing, administering, or owning the business operating model for ServiceNow or a comparable enterprise service management platform.

Proven ability to design and scale governance frameworks, operating models, service processes, and cross-functional workflows.

Experience leading customer portal strategy, service desk performance, knowledge management, workflow automation, and digital self-service improvement.

Demonstrated ability to create executive das