Director, Customer Delivery

Rowan Digital Infrastructure; Denver (CO); Hybrid; USD 175,000 - 220,000; Full time

Benefits offered by this job

Hybrid work environment

Team building & education

Health benefits & 401(k) contribution

Unlimited PTO

Transit pass or parking reimbursement

Competitive compensation with bonus

Job summary

Rowan Digital Infrastructure is seeking a Director of Customer Delivery to own the customer relationship across our data center and power generation sites. You will advocate for customers while aligning with operational capabilities, surfacing risks early, and driving satisfaction and retention.

You will lead a growing team and partner with Critical Operations, Operations Analytics, and Security Operations, reporting to the VP of Critical Operations.

Qualifications

• Bachelor’s degree in business, Operations, Engineering, or a related field.
• 8+ years in customer success or senior customer-facing roles, with 3+ years leading teams.
• Proven track record of ownership over retention and satisfaction outcomes.
• Strong command of SLA management and customer health reporting.
• Ability to influence across peers and executive stakeholders without authority.
• Experience partnering with sales or business development across the deal cycle.
• Excellent communication and executive presence, especially during incidents.
• Data-driven mindset with experience in performance metrics and reporting.
• Sound judgment balancing customer advocacy with operational realism.

Responsibilities

• Own customer relationships across all sites, owning satisfaction and retention outcomes.
• Drive SLA adherence and overall service performance; maintain trusted customer relationships.
• Oversee invoicing end to end; manage O&M accounting, costs, and recoveries.
• Translate customer demand into operational reality and surface risks early.
• Lead communication during incidents and major events with customers.
• Partner with Business Development to ground commitments in operational reality.
• Lead and grow a customer-facing organization spanning multiple teams.
• Collaborate with Critical Operations, Operations Analytics, and Security Operations.
• Provide input on SLAs, terms, and handoffs from sales to delivery.
• Support expansion and renewal by surfacing account health and growth opportunities.

Skills

Customer success leadership

Retention ownership

SLA management

Executive communication

Operational risk awareness

Cross-functional collaboration

Influence without authority

Deal-cycle collaboration

Data-driven mindset

Education

Bachelor’s degree in business or related field

Advanced degree a plus

Job description

At Rowan Digital Infrastructure, we are transforming data center delivery for speed and scale. Our mission is to deliver best-in-class data center solutions to hyperscale customers who share our commitment to sustainability, and to do so with an unwavering focus on efficiency, quality, and flexibility. Our data center solutions are tailored to our customers’ needs and delivered by our exceptional end-to-end team. Rowan is assembling a strategic portfolio of data center sites in Tier 1 markets across the United States at various stages of development, and we’re looking for incredible and passionate people to help us advance our company and our commitment to building a more sustainable future.

Rowan is backed by Quinbrook, a leading investor in the energy transition, and Blackstone, the world’s largest alternative asset manager.

Job Summary

As Director of Customer Delivery, you own the relationship between our customers and the Rowan operations team that serves them. You are the voice of the customer within the FacOps operating system, responsible for customer satisfaction and retention, and for ensuring every customer commitment is understood, represented, and met across our portfolio of data center and power generation sites.

This is a senior leadership role for someone who can hold two truths at once: an unwavering advocacy for the customer, and a realistic understanding of what operations can deliver within real-world constraints. You will translate what customers expect into requirements operations can act on, surface customer-driven risk before it becomes a problem and make sure the customer perspective is heard in the room when decisions are made, not after.

You will lead a growing team and partner directly with the heads of Critical Operations, Operations Analytics, and Security Operations, reporting to the Vice President of Critical Operations.

Travel: Ability to travel up to 25-30% for company gatherings or to project sites.

Location: Denver, CO/Remote opportunities available for exceptional candidates

Compensation: $ 175k - $220k (Offers Bonus and Equity)

What You’ll Do

Own customer relationships and retention

Lead customer relationships across all sites, with direct ownership of satisfaction and retention outcomes

Build and maintain trust-based relationships that hold up through both routine operations and high-pressure incidents

Run customer-facing performance reviews and operations-focused business updates that strengthen confidence in our delivery

Own the customer Net Promoter Score (NPS) program end to end; designing and running the survey cadence, analyzing results, and driving the follow-up actions that turn feedback into improved satisfaction and retention

Drive SLA and service performance

Oversee SLA adherence and service performance across the portfolio, owning the customer health picture

Track and report on SLA performance and customer satisfaction and proactively close the gaps between what customers expect and what operations can deliver

Partner with SLA & Performance Governance to ensure customer-facing reporting is accurate, consistent, and defensible

Commercial Administration

Own customer invoicing end to end, ensuring charges accurately reflect contracted terms, service levels, and actual delivery, and that invoices are issued accurately and on time

Own the accounting for operations and maintenance (O&M), including cost tracking, cost recovery, and pass-through charges, ensuring they are accurate, documented, and defensible

Serve as the customer-facing owner for billing questions, disputes, and reconciliations, driving internal resolution and keeping the customer informed

Own the commercial administration of each account, including invoicing status, outstanding items, credits, true-ups, and contractual obligations

Maintain a clear, accurate picture of the commercial health of every account and report on it to internal stakeholders and customers

Translate customer demand into operational reality

Turn customer expectations into clear, actionable operational requirements

Bring customer commitments into operational planning, and flag early where those commitments may collide with operational constraints

Identify and surface customer-driven risk before it escalates into an operational or reputational issue

Lead communication during incidents and major events

Own structured, timely customer communication during incidents and major events

Align with Operations and Security on the communication strategy when performance issues arise

Partner with Business Development across the sales cycle

Partner with Business Development during the sales cycle to ground customer commitments in operational reality, advising on what the organization can realistically deliver before SLAs and service terms are finalized

Provide input on SLA structures, service-level commitments, and operational constraints during deal shaping and contract negotiation, so the organization commits only to what it can stand behind

Own a clean handoff from sales to delivery, ensuring commitments made during the pursuit are fully understood by operations and reflected in onboarding and ongoing service

Support expansion and renewal by surfacing account health, satisfaction signals, and growth opportunities to Business Development

Lead and grow the team

Build, coach, and scale a customer-facing organization spanning Customer Operations, SLA & Performance Governance, Commercial Administration, and site-aligned teams supporting hyperscale and neo cloud accounts

Set team structure, goals, and the performance frameworks that hold the function accountable

How You’ll Work with Other Functions

This role sits at the intersection of the customer and the operating system. Your effectiveness depends on a clear, disciplined relationship with the other senior functions:

Critical Operations

You surface the customer’s existing commitments, SLA requirements, and risk signals that tell us, “This is what the customer will hold us accountable for.” Operations decides how to deliver within system constraints. When customer expectations and system performance conflict, Operations makes the final operational call; your job is to make sure the customer’s reality is fully understood before that call is made.

Operations Analytics

You communicate which metrics matter most from the customer’s perspective and align on the reporting frameworks used in customer-facing communication. Analytics owns how those metrics are defined, calculated, and kept consistent. Together, you carry the customer signal, while Analytics ensures it is measured accurately.

Physical Security

You relay the customer’s security requirements, audit expectations, and constraints that tell us, “These are the requirements we are accountable to.” Security confirms what is enforceable and defines the security posture. You align so that commitments made to customers are ones the organization can actually stand behind.

Business Development

Business Development owns the pursuit and closes the deal. You partner with them throughout the sales cycle as the operational reality check, advising on what can realistically be delivered so the SLAs and service terms they commit to are ones the organization can stand behind.

Business Development holds the pen on commercial terms and speaks for Rowan commercially; your role is to ground those terms in operational reality. Once a deal is won, you own the handoff into delivery, and as the relationship matures, you feed account health and growth signals back to Business Development to support renewal and expansion. Together: Business Development wins the work; you make sure what is promised is what we can deliver.

What You’ll Bring

• Bachelor’s degree in business, Operations, Engineering, or a related field; advanced degree a plus

• 8+ years in customer success, account management, or a senior customer-facing role, including 3+ years leading and scaling teams; ideally serving large enterprise or hyperscale customers

• Proven track record of owning retention and satisfaction outcomes across a portfolio of high-value, complex accounts

• Strong command of SLA management, service performance, and customer health reporting in an operational or infrastructure environment

• Demonstrated ability to influence without authority and drive alignment across functional peers and executive stakeholders

• Experience partnering with sales or business development across the deal cycle, including advising on SLAs and service commitments and owning the handoff from sales to delivery

• Excellent communication and executive presence, with the ability to lead calmly and clearly during incidents and high-pressure events

• A data-driven mindset that is comfortable working with performance metrics, framing trade-offs with quantified impact, and defending reporting to customers

• Sound judgment that balances customer advocacy with operational realism, and surfaces risk early without manufacturing escalation

• Preferred: experience in data center, critical infrastructure, or mission-critical facilities; familiarity with SOC, regulatory, and customer security/audit requirements

What Success Looks Like

In this role, success is the consistent, credible representation of the customer, including advocacy balanced with realism about what operations can deliver. A high performer:

Maintains strong, trust-based customer relationships that endure through incidents

Communicates clearly during both normal operations and disruptions

Identifies and surfaces customer risk early

Provides clear articulation of customer commitments and expectations to internal teams

Flags risks where operational decisions may impact SLAs or customer satisfaction

Enables cross-functional alignment without creating unnecessary escalation

Fueled by Excellence & Collaboration

At Rowan, we are a distributed team united by a common mission to transform data center delivery. Across our two offices, we offer a hybrid work environment supported by teamwork, technology, and in-office gathering time to help you be successful. We are headquartered in downtown Denver, Colorado and have an office in Seattle, Washington. Our team of talented and passionate individuals is spread out across the U.S.

Here to support you

At Rowan, we want to make sure you can do great work. We offer competitive benefits focused on helping you be and achieve your best.

• Hybrid working environment

• Team building and educational opportunities

• Generous benefits package including robust health benefits and a 401(k)-company contribution

• Unlimited PTO

• RTD ECO pass or parking reimbursement

• Competitive compensation, bonus, and an incentive plan

Equal Opportunity Employer

Rowan Digital is an equal opportunity employer. We welcome and celebrate diversity in all aspects of our workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive environment where everyone can thrive.