Global Customer Experience Partner - Hyperscale

Global Customer Experience Partner Hyperscale

We are seeking a Global Customer Experience Partner Hyperscale to join our Customer Experience organization. The candidate will serve as the senior operational and relationship leader for one of CyrusOne's largest hyperscale customers, ensuring high quality service delivery, compliance, and lifecycle excellence across global data center operations. This role will drive operational performance, manage escalations, enhance customer experience, and strengthen governance maturity across a complex, multi-region account portfolio. The Customer Experience Partner will serve as the strategic operational liaison for hyperscale customer engagements across the Americas and Europe, collaborating cross-functionalally with Operations, Compliance, Service Delivery, Security, and Technology teams to ensure a consistent, high-quality customer experience that enables continued growth at scale.

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.

Customer Relationship & Experience Management

Service Maturity & Continuous Improvement

Qualifications :

Education / Certifications :

Benefits :

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.