About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers 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.

Site Operations Department

The Site Operations Department is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules at each campus.  The teams are staffed 24 x 7 on site with Critical Facilities Engineers (CFEs) on each shift.  These teams are the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the general health of our customer installations.  Using a Critical Maintenance Management System (CMMS) to plan and track needed work, each campus Site Operations department manages all preventative and corrective maintenance on-site for our campuses located throughout North America. Our culture expects and rewards operations teams that engage directly with the customers and the facility infrastructure.  These teams do most of the work themselves versus calling out constantly to vendors.  As a result, we provide superior service that is faster and more cost effective.  We prove that service through transparent reporting on all key performance metrics giving the customers the ability to focus on their operations without having to manage the performance of the facilities.  

Position Overview

With expansion to seven campuses, and additional planned expansion, it remains critical to maintain a consistent stellar customer experience across all campus environments as well as take advantage of scale as Vantage continues to grow.  The North American Director Customer Experience will be responsible for the overall customer service of our North American campuses. 

The successful candidate will manage a portfolio of customers throughout North America to build a stellar operations & customer service experience reputation with our customers and the industry. 

At Vantage we believe steel sharpens steel.  The North American Director Customer Experience will drive continued improvement by measuring metrics and KPIs consistently across all facilities and looking for best in class processes/performance which can then be shared across campuses improving the entire team and driving results that insure 100% uptime and delight out customers.  This position will drive the development of additional and/or improved standards from maintenance to budgeting to help with our overall scaling efforts.

As we continue to expand, North American Director Customer Experience will peer with our Director of Business operations and Site Reliability to assist with ways that can improve our customer experience, site reliability and business operations scaling across the north Americas portfolio

Essential Job Functions

• Director, Customer Service, you are responsible for building strategy and driving execution for Customer Service frontline to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement

• Collaboration with Director of Reliability Engineering North America and all aspects of operations projects and commissioning activities on all active sites.

• Build and lead a team of managers and dedicated to not only attract and retain the very best talent but foster a culture where our team members are deeply connected to Vantage Data Centers’ mission and empowered to deliver our best-in-class service

• Lead a team of site operations directors responsible for each campus.

• Ensures availability and capacity targets are achieved and maintained for data centers and technical infrastructure for all Vantage Data Center facilities.

• Encourage and foster a team-oriented environment through positive feedback.

• Ensure customers are satisfied and any issues with their services are resolved quickly and efficiently.

• Utilize employee relations expertise to identify issues, predict and mitigate risk, develop and execute employee relation strategies and employee programs for frontline customer service.

• Demonstrate the ability to understand the engineering design and operational aspects of the base building systems and can recognize system performance