Director, Customer Delivery

Rowan
Denver
Workplace: RemoteFull timeUSD 180,000 - 215,000 annuallyFunction: Transportation & Fleet OperationsExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Executive presence","Cross-functional alignment","Data-driven mindset","Sound judgment"]

Own customer relationships across Rowan’s data center and power generation portfolio, translating customer expectations into operational requirements and ensuring commitments are delivered. Lead customer satisfaction and retention outcomes, including end-to-end Net Promoter Score (NPS) management and customer health reporting through SLA and service performance. Drive commercial administration, billing accuracy, and structured incident communications, while partnering across operations, analytics, security, and business development to shape feasible SLAs and execute clean handoffs.

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Rowan
Rowan
1 day ago

Director, Customer Delivery

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Job Summary

Own customer relationships across Rowan’s data center and power generation portfolio, translating customer expectations into operational requirements and ensuring commitments are delivered. Lead customer satisfaction and retention outcomes, including end-to-end Net Promoter Score (NPS) management and customer health reporting through SLA and service performance. Drive commercial administration, billing accuracy, and structured incident communications, while partnering across operations, analytics, security, and business development to shape feasible SLAs and execute clean handoffs.
Location: Denver
Workplace: Remote
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Director level

Key Responsibilities

  • •Own customer relationships and retention outcomes across all sites, maintaining trust through routine operations and high-pressure incidents.
  • •Run end-to-end NPS management, including survey cadence, analysis, and follow-up actions to improve satisfaction and retention.
  • •Oversee SLA adherence and customer health by tracking performance, reporting gaps, and partnering to ensure customer-facing reporting is accurate.
  • •Own customer commercial administration including invoicing, O&M accounting (cost tracking/recovery/pass-through charges), and handling billing questions, disputes, and reconciliations.
  • •Lead customer communication during incidents and major events, and partner with Business Development to ground customer commitments in operational reality and ensure a clean sales-to-delivery handoff.
Travel: Medium travel

Pay and Benefits

Salary: USD 180,000 - 215,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid Leave

Key Requirements

  • •Bachelor’s degree in business, operations, engineering, or related field; advanced degree is a plus.
  • •8+ years in customer success, account management, or a senior customer-facing role, including 3+ years leading and scaling teams.
  • •Proven ownership of 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.
  • •Experience partnering with sales/business development across the deal cycle, advising on SLAs/service commitments, and owning the handoff into delivery.
Experience:8+ yearsEnterpriseHyperscaleData centersCritical infrastructureCustomer success
Education:Bachelor's
Skills:CommunicationExecutive presenceCross-functional alignmentData-driven mindsetSound judgment

Company Brief

Rowan
Rowan Digital is a digital agency delivering web design, development, branding, and digital marketing services. They work with startups and businesses to build online products, improve user experience, and drive growth through tailored digital solutions.
Industry: Professional Services
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