СШАStaff Customer Operations Manager
1 нед. назад
СШАLeadOnsite
Lead customer feedback ecosystem, unify signals, and shape strategy and operations for AI infrastructure company.
Обязанности
- As Staff Customer Operations Manager, you will lead 's customer feedback ecosystem and use it to shape strategy and operations. You will unify customer and market signals, build a comprehensive view of our customer base, monitor the competitive landscape, and deliver evidence-backed recommendations to executive leadership.
- This role connects intelligence to business outcomes. You will track how AI models are evolving and what those shifts mean for GPU demand and our Managed Intelligence offerings, prepare executive customer updates for Cloud Leadership, bring customer evidence into Product and Engineering planning, and build the business case for where should invest in the customer experience.
Требования
- 8+ years in customer operations, Voice of Customer, CX or product strategy, or consulting, translating customer feedback into operational changes
- Technical fluency in AI platforms, cloud infrastructure, or developer tooling, with the ability to read technical documentation, support tickets, and release notes
- Ability to separate true technical differentiation from marketing claims
- Strong executive writing skills for memos, briefs, and recommendations
- Proven ability to influence without direct authority
- Comfortable building operating frameworks and processes in ambiguous environments
- Hands-on experience prototyping and operationalizing workflows with AI tools
- Experience at an AI lab, GPU cloud, hyperscaler, or inference platform
- Background in building competitive intelligence or Voice of Customer programs
- Skill in translating technical insights into a business case
Условия
- Competitive compensation and equity packages
- Restricted Stock Units
- Paid time off, paid holidays & leave of absence programs
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
- Volunteer time off
- Global travel insurance & emergency assistance
- Daily meals allowance
- Additional perks & programs specific to location
- Compensation will be paid in the range of up to $170,000 - $190,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.
Другое
- is on a mission to accelerate the abundance of energy and intelligence . As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join , you join a team that is building the future, faster.
- We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.
- We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.
- If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at .
- Design and scale the systems that capture, triage, and route customer feedback, including the taxonomy, quality standards, and a central repository of customer evidence
- Own executive update cadences for Cloud Leadership, including the quarterly Voice of Customer executive briefing and Monthly Business Reviews, tracking wins, customer experience signals, and operational updates across the CX team
- Identify where should invest in the customer experience based on customer demand, market analysis, and cost to serve
- Advocate for customers in Product and Engineering planning with evidence-based insights, and track the lifecycle of each request from intake through prioritization, delivery, and adoption
- Build the business case for new service offerings and lead their incubation through launch
- Support go-to-market teams with account reviews, customer-specific analysis, and targeted research
- Maintain a comprehensive view of 's customers, covering segmentation, adoption, and infrastructure footprint, and flag risks such as churn, along with expansion opportunities and behavioral shifts, to account teams
- Monitor competing GPU cloud and inference platforms, including product releases, pricing, and service commitments
- Track AI models across their lifecycle, from frontier and open-weight releases through fine-tuning, serving, and retirement, and map which models and workloads customers train and serve on
- Explain what model shifts, such as new architectures, longer context windows, lower-precision formats, and new inference engines, mean for GPU demand, Managed Inference offerings, and account risk