Position Summary

The Program PM is the face of DCSL to our key customers. Each customer is assigned one Program PM as its single point of contact, and that Program PM coordinates all of the customer's projects across every facility that holds their equipment. The role owns the customer relationship at the account and project level: understanding customer needs, solving problems, managing the flow of information, and ensuring DCSL delivers on its commitments. The Program PM is responsible for the accuracy of their customer's data and reporting within DCSL's systems, and for coordination across internal teams and outside resources to keep projects moving.

The Program PM is accountable for the outcome. The Warehouse PM at each site is responsible for executing the physical work. The two roles are designed to flex and support one another, and there will be times when the Program PM steps into the site-level detail to keep a project moving.

Where This Role Sits

Program PMs report to the Senior Director of Program Operations, who owns Phase 2 buildout and the systems layer: the WMS, the equipment digital twin, and the customer-facing reporting platform. The Program PM works inside those systems, owning the accuracy of their customer's data and view within them. On each project, the Program PM hands the request to the relevant Warehouse PM on the Director of Warehousing Operations' team, who executes the physical work at the site. Program Operations owns the customer and the outcome. Warehousing Operations owns the execution.

What You'll Do

• Serve as the primary point of contact for your assigned DCSL customers, building trust, managing expectations, and representing DCSL professionally across every interaction.

• Understand and anticipate customer needs, translating them into clear requirements and action for the internal team.

• Own problem-solving at the account level, identifying issues early, driving them to resolution, and keeping the customer informed throughout.

• Manage the collection, accuracy, and transfer of project and inventory data to the customer, ensuring reporting is timely, clear, and reliable.

• Set each project up in the WMS and the equipment digital twin, and keep both accurate at the account level.

• Maintain your customer's view within DCSL's reporting platform, ensuring the right information flows to the right audience while protecting internal data. The Senior Director of Program Operations owns the platform and the reporting standard every customer view is built to.

• Coordinate internal resources, and providers dispatched from DCSL's approved bench, to meet project timelines and customer commitments, keeping all parties aligned on scope and schedule.

• Work closely with the Warehouse PM at each site to align customer needs with physical execution, ensuring the account and the floor stay in sync on timelines, priorities, and product status.

• Support new customer onboarding and site launches, helping define reporting structures, communication cadences, and success criteria from the outset.

• Track project and account performance against customer expectations, providing regular updates to internal leadership.

• Own billing accuracy for your accounts across the project lifecycle. The Senior Director of Program Operations owns it across the PM team, and the VP owns division-level invoicing oversight.

• Drive continuous improvement in how DCSL communicates, reports, and delivers for its customers.

• Perform other duties as assigned to support the broader operations team.

Required Qualifications

• 5+ years of experience in project management, account management, client services, or a closely related customer-facing role.

• Demonstrated ability to manage customer relationships and act as the primary point of contact for key accounts.

• Strong data and reporting skills, including experience collecting, organizing, and presenting operational data to external stakeholders.

• Comfort working in a reporting or dashboard environment, reading operational data, and presenting it clearly to an external audience. This role uses and maintains DCSL's reporting platform; it does not build it.

• Excellent communication, organizational, and problem-solving skills, with the ability to coordinate across internal teams and outside vendors.

• Ability to balance multiple accounts and projects simultaneously while maintaining attention to detail and follow-through.

• Valid driver's license. Employment is subject to a background check conducted in accordance with applicable law. Ability and willingness to travel to DCSL warehouse locations as needed.

Preferred Qualifications

• Experience in data center logistics, industrial warehousing, supply chain, or a related operational environment.

• Familiarity with dashboard and reporting platforms, inventory or warehouse management systems, and data integration workflows.

• Background managing enterprise or high-value customer accounts.

• Exposure to physical warehouse or field operations, enabling smooth collaboration with site teams.

What We're Looking For

• A customer champion. You represent DCSL well, build strong relationships, and make customers feel taken care of.

• A problem solver. You get ahead of issues, drive them to resolution, and keep everyone informed along the way.

• Data-fluent. You are comfortable collecting, organizing, and presenting information, and you can make a report tell a clear story to a customer.

• A coordinator. You keep vendors, internal teams, and the Warehouse PM aligned, and you step across roles when the operation needs it.

• Accountable. You own the customer outcome and follow through on every commitment you make.

Physical Requirements

This role is primarily customer-facing and coordination-focused, but it is not a desk-only job. The Program PM must be comfortable spending time on the warehouse floor and at project sites, including non-temperature-controlled warehouse environments, outdoor areas with uneven terrain and all weather conditions, and close proximity to heavy equipment and rigging operations. The role requires the ability to move about a warehouse environment and to walk and stand for extended periods.