Director, Customer Delivery

As Director of Customer Delivery, you own the relationship between our customers and the Rowan operations team that serves them. 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. 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.

Responsibilities

Own customer relationships and retention; Drive SLA and service performance; Own customer invoicing and commercial administration; Translate customer demand into operational reality; Lead structured, timely customer communication during incidents and major events; Partner with Business Development across the sales cycle; Build, coach, and scale a customer-facing organization

Requirements

Bachelor's degree in business, operations, engineering, or a related field; 8+ years in customer success, account management, or senior customer-facing role; 3+ years leading and scaling teams; 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; Excellent communication and executive presence, with the ability to lead calmly and clearly during incidents and high-pressure events; Data-driven mindset 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

Nice to have

Advanced degree; Experience in data center, critical infrastructure, or mission-critical facilities; Familiarity with SOC, regulatory, and customer security/audit requirements

Benefits

Hybrid working environment; Team building and educational opportunities; Generous benefits package including robust health benefits and a 401(k)-company contribution; Unlimited PTO; RTD ECO pass or parking reimbursement; Competitive compensation, bonus, and incentive plan; Bonus and equity