Director, Customer Experience - Cloud Data Center Delivery

Archer; Nashville (TN); On-site; USD 144,000 - 306,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off (vacation)

401(k) Savings and Investment Plan

Employee Stock Purchase Plan

Paid parental leave

Adoption assistance

Voluntary benefits (auto, home, pet)

Job summary

Oracle is seeking a Director, Customer Experience, to lead the CX operating model for Cloud Infrastructure data center delivery. You will drive customer-centric governance, escalations, and long-term trust across a regional portfolio.

You will build a scalable CX program, mentor leaders, and partner with Sales, Real Estate, Construction, Engineering, and Finance to ensure delivery aligns with commitments and SLA expectations.

Qualifications

• 12+ years in customer experience, customer success, or data center ops.
• 5+ years of people leadership in a complex tech environment.
• Experience with hyperscale data centers or cloud infra ops.
• Understanding of customer lifecycle management from intake to handoff.
• Ability to partner with execs and cross-functional teams.

Responsibilities

• Lead the customer experience strategy and execution for data center sites or regional portfolios.
• Own the customer lifecycle from requirements to operational handoff and support.
• Build and lead a team of customer experience program managers and project managers.
• Establish governance for requests, escalations, audits, SLA visibility, and exec reviews.
• Collaborate with Sales, Engineering, Operations, Legal, Finance, and Procurement to align commitments with reality.
• Translate customer requirements into actionable project plans with clear milestones.
• Develop dashboards, KPI reporting, and executive-ready summaries.

Skills

Executive communication

Cross-functional leadership

Stakeholder management

Operational discipline

Customer-first leadership

Education

Bachelor's degree

Tools

Smartsheet

ServiceNow

Salesforce

Jira

Tableau

Power BI

Oracle systems

Job description

Oracle is seeking a Director, Customer Experience, to lead the CX operating model for Cloud Infrastructure data center delivery. You will drive customer-centric governance, escalations, and long-term trust across a regional portfolio.

You will build a scalable CX program, mentor leaders, and partner with Sales, Real Estate, Construction, Engineering, and Finance to ensure delivery aligns with commitments and SLA expectations.