Director, Customer Experience

Oracle•Nashville, TN

About The Position

As Director, Customer Experience, you will lead the customer experience operating model for Oracle Cloud Infrastructure data center delivery and operations across a regional or portfolio scope. You will own the connective tissue between customer requirements, site readiness, deployment execution, service visibility, escalations, and long-term operational trust. This role ensures that customer commitments are translated into actionable plans, clearly governed through execution, and handed off into steady-state operations with discipline, transparency, and accountability. You will partner closely with Sales, Customer Success, Real Estate, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, Procurement, and executive stakeholders. This is a director-level leadership role responsible for building scalable customer experience standards, leading a team of customer-facing program and project managers, improving service-level visibility, and ensuring consistent outcomes across complex, mission-critical data center programs.

Requirements

Director-level leadership experience
Experience building scalable customer experience standards
Experience leading a team of customer-facing program and project managers
Experience improving service-level visibility
Experience ensuring consistent outcomes across complex, mission-critical data center programs
Experience partnering with cross-functional teams including Sales, Customer Success, Real Estate, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, and Procurement.

Responsibilities

Lead the customer experience operating model for Oracle Cloud Infrastructure data center delivery and operations.
Own the connective tissue between customer requirements, site readiness, deployment execution, service visibility, escalations, and long-term operational trust.
Ensure customer commitments are translated into actionable plans, clearly governed through execution, and handed off into steady-state operations with discipline, transparency, and accountability.
Partner closely with Sales, Customer Success, Real Estate, Site Deployment, Construction, Engineering, Network, Security, Data Center Operations, Finance, Legal, Procurement, and executive stakeholders.
Build scalable customer experience standards.
Lead a team of customer-facing program and project managers.
Improve service-level visibility.
Ensure consistent outcomes across complex, mission-critical data center programs.