Technical Customer Operations Manager

NextGenEnergyJobs; Dallas, Northern (TX, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

NextGenEnergyJobs is seeking a Technical Customer Operations Manager to align operations with hyperscale customers and manage day-to-day technical inquiries. You will coordinate incident response, capacity planning, change management, and performance reporting, translating complex technical concepts into clear guidance for customers.

The role emphasizes strong communication, prioritization, and problem-solving in a fast-paced data center environment, with a focus on reliability and customer

Qualifications

• 5+ years in data center operations or customer-facing tech roles.
• Experience with hyperscale or large-scale enterprise customers.
• Proven incident management and stakeholder communications.
• Strong understanding of data center infrastructure and ITIL concepts.

Responsibilities

• Serve as primary operational contact between internal teams and the customer’s operations group.
• Ensure alignment of customer requirements with internal processes and incident handling.
• Coordinate technical issue resolution with engineering and operations.
• Monitor and report on data center performance against SLAs and KPIs.
• Lead incident management, escalation, and post-incident reviews.
• Collaborate on capacity planning and change management with the customer.
• Engage with the customer to gather feedback and improve service delivery.
• Support project coordination for site developments and upgrades.

Skills

Data center operations

Incident management

Customer liaison

Cross-functional communication

Capacity planning

Change management

Cloud infrastructure

ITIL

Job description

The Technical Customer Operations Manager will play a critical role in ensuring operational alignment and clear communication between our company and our hyperscale customers.

Responsibilities

• Customer Liaison: Act as the primary operational point of contact between internal teams and the customer’s operations teams, managing day-to-day technical inquiries and fostering strong customer relationships.
• Operational Alignment: Collaborate with internal operations teams to ensure that the customer’s operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules.
• Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer.
• Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders.
• Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
• Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
• Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
• Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer’s advocate within internal project teams.
• Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.

Requirements

• Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
• Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
• Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
• Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
• Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
• Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
• Strong customer relationship management skills and a proactive, solutions-oriented approach.
• Experience with hyperscale data center environments preferred
• Knowledge of cloud infrastructure and associated customer technologies preferred