Director, Customer Experience Operations, NA

About Vantage Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position Overview This role can be based in Denver, CO. in alignment with our flexible work policy (3 days in, 2 days flexible). The Senior Manager, Customer Experience Operations & Service Delivery is responsible for defining, building, and scaling the operational infrastructure, systems, analytics, service delivery processes, and governance that enable a consistent, world-class experience across Vantage's hyperscale customer portfolio.

This strategic leadership role serves as the operational backbone of the Customer Experience (CE) organization. It drives standardization, automation, service excellence, customer insight, and executive visibility across the customer lifecycle, from contract execution and onboarding through Ready for Service (RFS), steady-state operations, expansion, renewal, and executive engagement. The role owns the CE operating model, including ServiceNow service desk and customer portal strategy, dashboard and KPI governance,  executive reporting, and continuous improvement.

This leader partners closely with Sales, Operations, Construction, Engineering, Security, Finance, Legal, IT, and Executive Leadership to deliver scalable processes, actionable insight, and measurable customer outcomes. Essential Job Functions Customer Experience Operating Model & Governance Design, implement, and continuously improve a scalable CE operating model that supports portfolio growth and the complexity of hyperscale customers.

Establish governance, decision rights, role clarity, and documented accountability across Strategic Account Managers and cross-functional partners. Map end-to-end customer and internal workflows to identify ownership gaps, friction, control weaknesses, and opportunities for standardization or automation. Develop common methodologies for account planning, dependency management, operational readiness, contractual obligations, and risk identification across legal, operational, financial, and commercial dimensions.

Establish content and records governance for customer communications, reporting, statements of work, job aids, operating records, and SAM work product. Ensure the operating model aligns with Vantage standards, lease obligations, and executive expectations. ServiceNow Service Desk, Customer Portal & Service Delivery Own the business strategy, operating model, governance, and continuous improvement roadmap for the CE service desk and ServiceNow customer portal.

Define and manage intake, categorization, routing, prioritization, fulfillment, escalation, closure, and customer communication standards for service requests, incidents, and inquiries. Establish service-level objectives, operating-level agreements, response and resolution targets, quality standards, escalation thresholds, and executive visibility for critical customer matters. Partner with IT, Operations, Security, and other functional owners to translate customer and business requirements into scalable ServiceNow workflows, integrations, automation, and reporting.

Lead portal adoption, self-service design, knowledge management, case deflection, customer communications, and user experience improvements. Create governance for data quality, assignment ownership, queue health, aged cases, reopen rates, backlog reduction, root cause analysis, and corrective action follow-through. Use service desk trends and customer feedback to identify systemic issues, improve processes, and reduce customer effort.

Establish best practices for major incident communications, customer escalations, and coordinated execution o