Senior Customer Experience Operations & Strategy Manager

Jobtailor; Arizona; On-site; USD 65,000 - 100,000; Full time

Job summary

Jobtailor in United States (Arizona) seeks a Senior Administrative Support for the Customer Experience team to design scalable processes and drive cross-functional collaboration. You will manage interdepartmental communications and support SLA reporting.

The role requires 5–7 years in Data Center Operations, Project Management, or Customer Support, with strong MS Office skills, excellent communication, and willingness to travel 5–15%.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5–7 years of experience in Data Center Operations, Project Management, Customer Support, or Sales.
• Experience in the Data Center Industry or Critical Operations strongly preferred.
• Experience with contract management and administration preferred.
• Proficiency in Microsoft Office Suite (Excel/Word/PowerPoint).
• Strong verbal and written communication; ability to manage multiple initiatives and client relationships.

Responsibilities

• Provide senior administrative support for the Customer Experience team.
• Facilitate interdepartmental communication and collaboration.
• Design and implement scalable customer support and administrative processes.
• Identify operational improvement opportunities and lead cross-functional initiatives.
• Develop reports on operational performance, SLA compliance, and financial metrics.
• Prepare Monthly Business Reviews and Quarterly Business Reviews with the Standards & Transformation team.
• Develop customer business understanding and maintain internal and external relationships.
• Schedule and facilitate customer meetings.
• Oversee customer notifications and manage Customer Portal requests.
• Maintain and audit customer distribution lists.
• Oversee customer access requests and manage the CX ticket queue.
• Submit and track tickets for Technical Account Managers.
• Liaise across departments, including Real Estate, Sales, Operations, Construction, Solutions Architecture/Engineering, billing, and accounting.
• Align Customer Experience activities with project timelines and deployments.
• Lead documentation practices and oversee Service Action Reviews.
• Perform additional duties assigned by Management.

Skills

Customer support processes

Project management

Leadership

Interpersonal skills

Communication

Education

Bachelor's degree in Business Administration / CS / IT or related field

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Project

Microsoft Visio

Job description

Jobtailor in United States (Arizona) seeks a Senior Administrative Support for the Customer Experience team to design scalable processes and drive cross-functional collaboration. You will manage interdepartmental communications and support SLA reporting.

The role requires 5–7 years in Data Center Operations, Project Management, or Customer Support, with strong MS Office skills, excellent communication, and willingness to travel 5–15%.