Director, Customer Experience (Nashville, TN)

Description

Role Overview

As Director, Customer Experience, you will lead the customer experience operating model for Oracle Cloud Infrastructure data center delivery and operations across a regional or portfolio scope. You will own the connective tissue between customer requirements, site readiness, deployment execution, service visibility, escalations, and long-term operational trust. This role ensures that customer commitments are translated into actionable plans, clearly governed through execution, and handed off into steady-state operations with discipline, transparency, and accountability.

You will partner closely with Sales, Customer Success, Real Estate, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, Procurement, and executive stakeholders. This is a director-level leadership role responsible for building scalable customer experience standards, leading a team of customer-facing program and project managers, improving service-level visibility, and ensuring consistent outcomes across complex, mission-critical data center programs.

Responsibilities

Key Responsibilities

• Lead the customer experience strategy, operating model, and execution standards for assigned data center sites, campuses, o r 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.

Qualifications

Disclaimer:

…