CyrusOne

CyrusOne

Customer Experience Director

Dallas, TX · Director

Sponsorship not specifiedDetected 31 days ago
Data VisualizationIncident ResponseProject ManagementSalesforceCRMExcelProcess ImprovementCustomer SuccessLeadershipCommunicationLean Manufacturing

About the role

  • The office is conveniently located near local restaurants and is a short walk to the American Airlines Center CyrusOne is an equal opportunity employer.
  • All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
  • CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.

Responsibilities

  • Lead customer governance forums including Quarterly Business Reviews (QBRs), performance scorecards, and continuous improvement sessions.
  • 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.
  • Maintain proactive communication and transparency with customer leadership to reinforce reliability, responsiveness, and partnership trust.
  • Collaborate with the Customer Technology & Reporting and Governance teams to institutionalize consistent account practices and performance transparency.
  • Support lifecycle transitions between construction delivery and steady-state operations by validating readiness, documentation, and service standards.
  • 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.

Requirements

  • 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.
  • Ability to translate operational data into strategic insights for executive audiences.
  • Must be able to travel up to 25%.
  • Experience with data center infrastructure or critical environment operations.
  • Familiarity with incident, change, and problem management frameworks (ITIL).
  • Bachelor's degree in Business, Engineering, or related discipline required
  • 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, ServiceNow).
  • Certification in Program or Project Management (PMP, PgMP, or Lean Six Sigma).
  • Education / Certifications:

Nice to have

  • Bachelor's degree in Business, Engineering, or related field (MBA or Master's preferred).

Benefits

  • Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program
  • Competitive pay, performance bonus, 401(k) retirement plan with company match
  • Generous paid time off and holidays, parental leave
  • Oversee operational health scorecards, customer performance analytics, and capability maturity assessments using ServiceNow, Power BI, and internal telemetry tools.
  • 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.
  • Building Amenities: On-site facilities include a fully equipped gym, golf simulator and free parking.

Company info

  • 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 CyrusOne's largest hyperscale customers, ensuring high quality service delivery, compliance, and lifecycle excellence across global data center operations.

Equal opportunity

  • On-site facilities include a fully equipped gym, golf simulator and free parking.
  • The office is conveniently located near local restaurants and is a short walk to the American Airlines Center
  • CyrusOne is an equal opportunity employer.
  • We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
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This listing is sourced directly from CyrusOne's careers page and normalized into a canonical job model.