Customer Operations Director

Stream Data Centers is dedicated to ensuring that hyperscale companies have the requisite space and power to support their server operations. With high scalable data center campuses situated across North America, our team is committed to delivering top-tier service and reliability. 

Our Culture and Values: 

Stream is proud of the culture and relationships we have developed during our 25 years in the data center industry.  We need leaders who will live our values:  Smart, Honest, Nice, and Passionate.  Stream is committed to doing the right thing for our co-workers, customers, and partners at all times. 

Position Overview:  

As the Customer Operations Director, you play a pivotal role in overseeing the entirety of the customer service delivery process while maintaining impeccable operational standards throughout. Collaborating closely with leadership, you spearhead the development and implementation of an efficient customer delivery program, ensuring seamless interactions that align with our customers' objectives. Your mandate encompasses upholding transparency and efficiency, ensuring that every facet of customer engagement operates seamlessly and in harmony with our commitment to honesty, transparency, and openness with our customers. 

ESSENTIAL FUNCATIONS: 

• End-to-End Customer Delivery Program Oversight: Ensure a streamlined customer journey program from initial inquiry to project completion, coordinating across various teams to ensure timely delivery and customer satisfaction across multiple projects. 

• Process Creation and Documentation: Develop and document operational processes to ensure clarity and scalability as the company expands, ensuring adherence to our commitment to providing customers with a smooth experience devoid of unexpected issues. 

• Customer Onboarding: Manage the onboarding process for new customers, meticulously attending to every detail to ensure a seamless transition and operational readiness. 

• Monthly/Quarterly Service Reporting: Compile comprehensive reports on service performance, leveraging data from various teams to showcase Stream's operational excellence. 

• Compliance Reporting: Serve as the primary liaison for intra-team communication, facilitating alignment on project objectives and fostering collaboration among team members. 

• Intra-Departmental Communication Lead: Be the go-to person for communication within the team, keeping everyone in the loop about project goals and helping everyone work well together. 

Other Responsibilities: 

• Continuous Process Improvement: Vigilantly monitor and refine operational methodologies to maintain agility and efficacy in a constantly evolving landscape. 

• Stakeholder Communication: Foster clear and consistent communication channels with all stakeholders, both internal and external, fostering alignment and consensus on operational matters. 

• Industry Engagement: Remain abreast of the latest industry developments and trends to ensure that Stream's offerings remain well positioned to serve your client. 

QUALIFICATIONS: 

• Bachelor's degree in Business Administration, Finance, or related field (Master's degree preferred). 
• Proven experience in a similar role, particularly within high-stakes organizations such as data centers. 
• Strong strategic planning and business acumen. 
• Exceptional communication and presentation skills. 
• Proficiency in problem-solving and data analysis. 
• Ability to thrive in a fast-paced work environment. 
• Excellent organizational and program/project management abilities. 
• Proficiency in data analysis and visualization software. 
• Demonstrated experience in team leadership and management. 

Why You'll Like Working Here: 

Joining Stream affords you the opportunity to contribute to cutting-edge advancements in internet infrastructure. We offer competitive compensation and the chance to be part of a dynamic, expanding organization. If you possess a penchant for ensuring customer satisfaction and navigating the intricacies of hyperscale client requirements, we welcome you to embark on this exciting journey with us. 

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Stream is an equal-opportunity employer and does not discriminate on the basis of ethnicity, race, religion, sex, age, national origin, disability, military status, or any other reason prohibited by law. Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.