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CyrusOne · 2 months ago

Global Customer Experience Partner - Hyperscale

Dallas, TX

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

CyrusOne is a leading provider of data center services, and they are seeking a Global Customer Experience Partner – Hyperscale to join their Customer Experience organization. The role involves serving as the senior operational and relationship leader for a large hyperscale customer, ensuring high quality service delivery and managing escalations while enhancing customer experience across global data center operations.

Data CenterInformation ServicesInformation TechnologyWeb Hosting

Responsibilities

Govern account-level metrics including SLA adherence, uptime, incident response and resolution timelines, ensuring consistent rhythm-of-business (RoB) cadence

Lead customer governance forums including Quarterly Business Reviews (QBRs), performance scorecards, and continuous improvement sessions

Oversee operational health scorecards, customer performance analytics, and capability maturity assessments using ServiceNow, Power BI, and internal telemetry tools

Partner with internal executives, operations, compliance, and service delivery leaders to align service outcomes with contractual obligations and customer expectations

Lead escalation management, driving root-cause accountability and ensuring corrective actions are implemented and tracked through closure

Partner with the Compliance & Governance function to ensure audit readiness, SLA traceability, and control validation across all production assets

Serve as the customer’s primary post-delivery liaison, maintaining trusted relationships with executive and operational stakeholders

Maintain proactive communication and transparency with customer leadership to reinforce reliability, responsiveness, and partnership trust

Conduct QBRs to present performance trends, service improvements, and forward-looking initiatives

Translate customer feedback into actionable operational, technical, or process improvements

Identify and execute opportunities to enhance customer experience and service efficiency through process optimization, automation, and proactive service health reporting

Develop and maintain a global account capability roadmap focused on service maturity, monitoring coverage, reporting standardization, and incident prevention

Collaborate with the Customer Technology & Reporting and Governance teams to institutionalize consistent account practices and performance transparency

Influence internal product, technology, and process roadmaps by representing the customer’s operational perspective in cross-functional forums

Support lifecycle transitions between construction delivery and steady-state operations by validating readiness, documentation, and service standards

Use analytics and KPI insights to identify trends, risks, and opportunities to enhance reliability, responsiveness, and operational excellence

Qualification

Customer success managementOperational complianceService delivery managementPerformance analyticsPower BIServiceNowProgram management certificationRelationship managementStakeholder influenceAnalytical mindsetData center operationsITIL familiarity

Required

10+ years of experience in customer success, service delivery, or program management within hyperscale, cloud, or data center environments

Strong understanding of operational compliance, SLA governance, and lifecycle management across global portfolios

Proven success managing large enterprise or hyperscale customer relationships post-delivery, with deep accountability for service outcomes

Demonstrated ability to lead escalations, drive performance analytics, and orchestrate cross-functional teams

Exceptional communication, relationship management, and stakeholder influence skills

Strong analytical mindset with experience using Power BI, Excel, and CRM/service management tools (Salesforce, ServiceNow)

Ability to translate operational data into strategic insights for executive audiences

Must be able to travel up to 25%

Experience with data center infrastructure or critical environment operations

Familiarity with incident, change, and problem management frameworks (ITIL)

Certification in Program or Project Management (PMP, PgMP, or Lean Six Sigma)

Bachelor's degree in Business, Engineering, or related field (MBA or Master's preferred)

Bachelor's degree in Business, Engineering, or related discipline required

Preferred

MBA or Master's preferred

Benefits

Remote work is supported two days a week

Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program

Competitive pay, performance bonus, 401(k) retirement plan with company match

Generous paid time off and holidays, parental leave

Building Amenities: On-site facilities include a fully equipped gym, golf simulator and free parking. The office is conveniently located near local restaurants and is a short walk to the American Airlines Center