Director, Customer Delivery

Das ist der Job

At Rowan Digital Infrastructure, we are transforming data center delivery for speed and scale.

Darum lohnt es sich

Our data center solutions are tailored to our customers’ needs and delivered by our exceptional end‑to‑end team. Job Summary As Director of Customer Delivery, you own the relationship between our customers and the Rowan operations team that serves them.

You will lead a growing team and partner directly with the heads of Critical Operations, Operations Analytics, and Security Operations, reporting to the Vice President of Critical Operations.

Compensation: $175k - $220k (Offers Bonus and Equity) What You'll Do • Own customer relationships and retention • Lead customer relationships across all sites, with direct ownership of satisfaction and retention outcomes • Build and maintain trust‑based relationships that hold up through both routine operations and high‑pressure incidents • Run customer‑facing performance reviews and operations‑focused business updates that strengthen confidence in our delivery • Own the customer Net Promoter Score (NPS) program end to end; designing and running the survey cadence, analyzing results, and driving the follow‑up actions that turn feedback into improved satisfaction and retention • Drive SLA and service performance • Oversee SLA adherence and service performance across the portfolio, owning the customer health picture • Track and report on SLA performance and customer satisfaction and proactively close the gaps between what customers expect and what operations can deliver • Partner with SLA & Performance Governance to ensure customer‑facing reporting is accurate, consistent, and defensible • Commercial Administration • Own customer invoicing end to end, ensuring charges accurately reflect contracted terms, service levels, and actual delivery, and that invoices are issued accurately and on time • Own the accounting for operations and maintenance (O&M), including cost tracking, cost recovery, and pass‑through charges, ensuring they are accurate, documented, and defensible • Serve as the customer‑facing owner for billing questions, disputes, and reconciliations, driving internal resolution and keeping the customer informed • Own the commercial administration of each account, including invoicing status, outstanding items, credits, true‑ups, and contractual obligations • Maintain a clear, accurate picture of the commercial health of every account and report on it to internal stakeholders and customers • Translate customer demand into operational reality • Turn customer expectations into clear, actionable operational requirements • Bring customer commitments into operational planning, and flag early where those commitments may collide with operational constraints • Identify and surface customer‑driven risk before it escalates into an operational or reputational issue • Lead communication during incidents and major events • Own structured, timely customer communication during incidents and major events • Align with Operations and Security on the communication strategy when performance issues arise • Partner with Business Development across the sales cycle • Partner with Business Development during the sales cycle to ground customer commitments in operational reality, advising on what the organization can realistically deliver before SLAs and service terms are finalized • Provide input on SLA structures, service‑level commitments, and operational constraints during deal shaping and contract negotiation, so the organization commits only to what it can stand behind • Own a clean handoff from sales to delivery, ensuring commitments made during the pursuit are fully understood by operations and reflected in onboarding and ongoing service • Support expansion and renewal by surfacing account health, satisfaction signals, and growth opportunities to Business Development • Lead and grow the team • Build, coach, and scale a customer‑facing organization spanning Customer Operations, SLA & Performance Governance, Commercial Administration, and site‑aligned teams supporting hyperscale and neo cloud accounts • Set team structure, goals, and the performance frameworks that hold the function accountable What You'll Bring • Bachelor's degree in business, Operations, Engineering, or a related field; advanced degree a plus • 8+ years in customer success, account management, or a senior customer‑facing role, including 3+ years leading and scaling teams; ideally serving large enterprise or hyperscale customers • Proven track record of owning retention and satisfaction outcomes across a portfolio of high‑value, complex accounts • Strong command of SLA management, service performance, and customer health reporting in an operational or infrastructure environment • Demonstrated ability to influence without authority and drive alignment across functional peers and executive stakeholders • Experience partnering with sales or business development across the deal cycle, including advising on SLAs and service commitments and owning the handoff from sales to delivery • Excellent communication and executive presence, with the ability to lead calmly and clearly during incidents and high‑pressure events • A data‑driven mindset that is comfortable working with performance metrics, framing trade‑offs with quantified impact, and defending reporting to customers • Sound judgment that balances customer advocacy with operational realism, and surfaces risk early without manufacturing escalation • Preferred: experience in data center, critical infrastructure, or mission‑critical facilities; familiarity with SOC, regulatory, and customer security/audit requirements What Success Looks Like • A high performer: Maintains strong, trust‑based customer relationships that endure through incidents • Communicates clearly during both normal operations and disruptions • Identifies and surfaces customer risk early • Provides clear articulation of customer commitments and expectations to internal teams • Flags risks where operational decisions may impact SLAs or customer satisfaction • Enables cross‑functional alignment without creating unnecessary escalation Fueled by Excellence & Collaboration At Rowan, we are a distributed team united by a common mission to transform data center delivery.

Across our two offices, we offer a hybrid work environment supported by teamwork, technology, and in‑office gathering time to help you be successful. Our team of talented and passionate individuals is spread out across the U.S. Here to support you We offer competitive benefits focused on helping you be and achieve your best.

Hybrid working environment • Team building and educational opportunities • Generous benefits package including robust health benefits and a 401(k)-company contribution • Unlimited PTO • TD ECO pass or parking reimbursement • Competitive compensation, bonus, and an incentive plan Equal Opportunity Employer Rowan Digital is an equal opportunity employer.

Our mission is to deliver best-in‑class data center solutions to hyperscale customers who share our commitment to sustainability, and to do so with an unwavering focus on efficiency, quality, and flexibility.

Rowan is assembling a strategic portfolio of data center sites in Tier 1 markets across the United States at various stages of development, and we’re looking for incredible and passionate people to help us advance our company and our commitment to building a more sustainable future.

Rowan is backed by Quinbrook, a leading investor in the energy transition, and Blackstone, the world’s largest alternative asset manager.

You are the voice of the customer within the FacOps operating system, responsible for customer satisfaction and retention, and for ensuring every customer commitment is understood, represented, and met across our portfolio of data center and power generation sites.

This is a senior leadership role for someone who can hold two truths at once: an unwavering advocacy for the customer, and a realistic understanding of what operations can deliver within real‑world constraints.

You will translate what customers expect into requirements operations can act on, surface customer‑driven risk before it becomes a problem and make sure the customer perspective is heard in the room when decisions are made, not after. Travel: Ability to travel up to 25‑30% for company gatherings or to project sites.

Location: Denver, CO/Remote opportunities available for exceptional candidates. We are headquartered in downtown Denver, Colorado and have an office in Seattle, Washington. We welcome and celebrate diversity in all aspects of our workforce.

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive environment where everyone can thrive.