Commercial Operations Specialist, JHB

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 Vantage Data Centers is seeking an ambitious, self-motivated, detail-oriented, and resourceful Commercial Operations Specialist to support the Customer Experience (CE) team. In this role, you will act as a strategic contributor for both the CE team and Vantage’s customers, ensuring administrative and operational needs are met with a high degree of efficiency and foresight. You will also serve as a senior liaison across various departments, acting as a key facilitator within the CE team to support customer requests and drive customer satisfaction.

This role will focus on optimizing inter-departmental communication, leading the development of scalable processes, identifying high-impact areas of improvement, and executing plans to implement them. By refining operations and enhancing collaboration, you will directly influence customer satisfaction and operational excellence, supporting the company’s growth trajectory. The daily responsibilities of this role include overseeing complex customer requests and documentation, leading strategic coordination of meetings, and managing high-visibility activities such as MBR/QBR preparation, construction communications, and customer audits.

A successful candidate will work closely with Technical Account Managers (TAMs), identifying and executing on opportunities for improvement while serving as a senior bridge between teams. You will coordinate with Sales, Real Estate, Operations, Construction, Solutions Architecture/Engineering, and other departments to ensure a seamless customer experience. Your leadership will help us exceed customer expectations, strengthen long-term partnerships, and uphold our reputation for excellence in the data center industry.

This role offers a unique opportunity for someone looking to lead within the customer experience function and shape the future of customer engagement at Vantage. Essential Job Functions Administrative Support & Facilitation: Serve as the senior-most administrative support for the Customer Experience (CE) team, ensuring operational excellence and communication efficiency. Act as a strategic facilitator within the CE team, driving improvements in inter-departmental communication and collaboration.

Process Improvement & Development: Lead the design and implementation of scalable processes and procedures for customer support and administrative operations. Identify high-impact areas for operational improvement and lead cross-functional initiatives to address them. Influence the organization by championing initiatives that elevate customer satisfaction and operational performance. Operational Reporting & Coordination: Collaborate with Technical Account Managers (TAMs) to lead the development of reports on operational performance, SLA compliance, and financial metrics through business reviews and reporting cycles.

Oversee the preparation and delivery of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in partnership with the Standards & Transformation (S&T) team. Customer Relationship Management: Develop a strategic understanding of customers’ businesses and proactively cultivate and maintain key internal and external relationships. Lead the scheduling and facilitation of customer meetings to ensure alignment and operational success.

Customer Communication & Notifications: Oversee the execution of customer notifications, ensuring timely, accurate, and strategic communication. Manage customer requests via the Customer Portal, ensuring high-quality, ti