Technical Customer Operations Manager

CyrusOne • Austin, TX

8d

About The Position

The Technical Customer Operations Manager ensures operational alignment and clear communication between CyrusOne and its hyperscale customers. The role works closely with internal data center operations and engineering teams and customer stakeholders to manage technical requirements, resolve operational issues, and drive continuous improvement. The ideal candidate has a background in data center operations, customer relationship management, and technical problem-solving, including familiarity with building automation systems, technical schematics, and root cause analysis.

Requirements

• At least 5 years of experience in data center operations or technical customer-facing roles, preferably in the data center or technology industries.
• Bachelor’s degree in Engineering, Information Technology, or a related field, or equivalent industry experience.
• Experience interfacing with hyperscale or large-scale enterprise customers in a technical capacity.
• Experience managing incidents, escalations, and operational communications between technical teams and customers.
• Strong understanding of data center infrastructure, including mechanical, electrical, and critical systems.
• Excellent communication skills and ability to translate complex technical concepts into clear, actionable customer communications.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Problem-solving and decision-making skills, particularly in time-sensitive circumstances.
• Strong customer relationship management skills and a proactive, solutions-oriented approach.

Nice To Haves

• Familiarity with incident management tools and methodologies such as ITIL.
• Experience with hyperscale data center environments.
• Knowledge of cloud infrastructure and associated customer technologies.

Responsibilities

• Serve as the primary operational point of contact between internal teams and customer operations teams, handling day-to-day technical inquiries and fostering customer relationships.
• Coordinate with internal operations teams to understand and implement customer operational requirements, including incident response, planned work, and maintenance schedules.
• Manage and coordinate technical and operational issue resolution with engineering and technical teams, ensuring timely customer communication and resolution.
• Track, analyze, and report data center operational performance against customer SLAs and KPIs, presenting updates to internal leadership and customer stakeholders.
• Oversee incident management, including escalation, customer communication, resolution, post-incident reviews, and operational improvements.
• Work with customers to understand future capacity and operational needs and coordinate internal change management.
• Engage customer operations teams to gather feedback, identify improvements, and support customer satisfaction.
• Support projects such as new site developments, capacity expansions, and technical upgrades, representing the customer within internal project teams.
• Maintain customer-facing documentation, including operational playbooks, technical procedures, and incident reports, ensuring it is current and aligned with expectations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager