Senior Director, Customer Experience Operations

Vantage Data Centers LLC; Denver, Northern (CO, KY); Hybrid; USD 180,000 - 195,000; Full time

Job summary

Vantage Data Centers LLC seeks a Senior Manager to define, build, and scale the CE operating model for a hyperscale customer portfolio. You will own governance, analytics, and the customer experience lifecycle from onboarding to renewal.

You will lead ServiceNow service desk and customer portal improvements, partner with IT and Ops, and drive executive-ready dashboards and insights to inform strategic decisions. Hybrid work in the Denver area is supported.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Computer Science, Operations Management or related field; MBA preferred.
• 7+ years of progressive experience across CE operations, customer success operations, service management or related fields.
• Experience supporting hyperscale or large enterprise customers in complex environments preferred.

Responsibilities

• Design, implement and scale a scalable CE operating model with governance across Strategic Account Managers and cross-functional partners.
• Own ServiceNow service desk and customer portal strategy, including SLAs, escalation, and dashboards.
• Develop KPI dashboards and customer health metrics; drive data-driven executive reporting.
• Lead cross-functional initiatives, templates, playbooks, and automation to improve consistency and speed.

Skills

CE operations

Leadership

Data-driven decisions

Executive storytelling

Executive communication

Education

Bachelor's degree

MBA (preferred)

Tools

ServiceNow

Power BI

Tableau

Job description

Vantage Data Centers LLC seeks a Senior Manager to define, build, and scale the CE operating model for a hyperscale customer portfolio. You will own governance, analytics, and the customer experience lifecycle from onboarding to renewal.

You will lead ServiceNow service desk and customer portal improvements, partner with IT and Ops, and drive executive-ready dashboards and insights to inform strategic decisions. Hybrid work in the Denver area is supported.