Customer Operations Manager

BEOWULF ELECTRICITY & DATA LLC • Barker, NY

3d • $100,000 - $120,000

About The Position

The Customer-Facing Operations Manager serves as the primary interface between tenants and site operations, ensuring exceptional service delivery across mission-critical data center environments. This role bridges enterprise clients with internal engineering and operations teams to maintain uptime, SLA performance, and customer satisfaction.

Requirements

• 5+ years in data center or mission-critical operations with customer-facing experience
• Understanding of power, cooling, and data center infrastructure systems
• Strong customer communication skills
• Crisis and incident management
• Cross-functional coordination
• Ability to translate technical issues into business impact

Responsibilities

• Act as the primary point of contact for assigned tenants
• Lead Quarterly Business Reviews (QBRs)
• Translate technical events into executive-level communication
• Advocate internally for customer needs and improvements
• Ensure adherence to SLAs and uptime targets
• Track and manage ticket queues and resolution timelines
• Coordinate across operations, engineering, IT, and vendors
• Report on KPIs such as availability and response times
• Lead communication during incidents and outages
• Provide real-time updates to customers
• Drive root cause analysis and post-incident reporting
• Ensure corrective actions are implemented
• Manage tenant allocations for power, space, and cooling
• Support onboarding of new deployments
• Coordinate with facilities teams on constraints
• Support growth and expansion planning
• Lead onboarding and deployment planning
• Ensure seamless transition into steady-state operations
• Maintain lifecycle visibility of tenants
• Support Site Manager by managing customer-facing responsibilities
• Work with operations, engineering, IT, and vendors

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed