Digital Realty

Sr. Customer Care Manager

Digital Realty • $80K — $95K *
Dallas, TX 75217In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • High school diploma or equivalent required; bachelor's degree in Business or related field preferred.
  • 3+ years of experience in customer service or customer support environment.
  • Preferred experience leading or mentoring teams in customer service.
  • Ability to collaborate with cross-functional teams including Sales and Operations.
  • Strong problem-solving and analytical skills, with a focus on simplifying complex issues.
  • Excellent verbal and written communication skills for stakeholder engagement.
  • Strong organizational skills to manage multiple priorities simultaneously.

Responsibilities

  • Lead end-to-end management of customer inquiries with adherence to SLAs.
  • Oversee Level 1 (L1) customer support teams, addressing complex issues.
  • Manage escalated non-technical customer inquiries such as billing disputes.
  • Coordinate resolution efforts across multiple internal teams while ensuring customer communication.
  • Provide customer portal training and resolve migration-related issues.
  • Manage customer novations for seamless transitions of contracts and services.
  • Track and report on service metrics, identifying areas for improvement.

Benefits

  • Opportunity to lead and improve customer support operations.
  • Collaboration with cross-functional teams to enhance service delivery.
  • Engagement with various customer stakeholders, enhancing networking potential.
  • Focus on continuous improvement initiatives for operational efficiency.
Full Job Description
Job Description

Regional Customer Care Manager

Location: Dallas

Your Role

As the Regional Customer Care Manager, you will lead customer support operations within a data center environment, ensuring a consistent, high-quality customer experience across the customer lifecycle. You will oversee customer inquiries and escalations, support customer portal adoption and migration activities, manage novation processes, and partner with cross-functional teams to drive service excellence, operational efficiency, and continuous improvement.

What You'll Do
  • Lead end-to-end management of customer inquiries, ensuring timely and accurate responses in accordance with service level agreements (SLAs).
  • Oversee and support Level 1 (L1) customer support teams, providing guidance on complex customer issues and case management.
  • Manage escalated non-technical customer inquiries, including billing disputes, contract-related questions, reporting requests, inventory inquiries, and compliance-related matters.
  • Coordinate resolution efforts across Finance, Legal, Sales, Operations, and other internal teams while maintaining clear customer communication.
  • Provide customer portal training and support, including migration issue triage, incident management, user access administration, and data-related issue resolution.
  • Manage customer novations, ensuring seamless transitions of contracts, services, billing ownership, and related documentation.
  • Build and maintain strong relationships with customer stakeholders across technical, financial, and operational functions.
  • Conduct service reviews and customer discussions related to billing, reporting, service performance, and overall customer experience.
  • Track and report on customer service metrics, escalation trends, and resolution performance while identifying opportunities for improvement.
  • Lead continuous improvement initiatives that enhance customer experience, improve operational efficiency, and expand customer self-service capabilities.


What You'll Need
  • High school diploma or equivalent required; bachelor's degree in Business, Communications, or a related field preferred.
  • 3+ years of experience in customer service, customer support, customer success, or a related customer-facing environment.
  • Experience leading, mentoring, or supporting teams in a customer service environment preferred.
  • Ability to effectively collaborate with cross-functional teams including Operations, Sales, Finance, Implementation Services, and other business functions.
  • Strong problem-solving and analytical skills with the ability to simplify complex issues and identify root causes.
  • Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels and provide clear, professional updates.
  • Strong organizational skills with the ability to manage multiple priorities, escalations, and customer commitments simultaneously.
  • Customer-focused mindset with a passion for service excellence and delivering positive customer outcomes.
  • Self-motivated, adaptable professional who can work independently, maintain confidentiality, and exercise sound judgment.
  • Proven ability to influence and build relationships in a matrixed environment while demonstrating collaboration, accountability, inclusivity, and a results-driven approach.


About Digital Realty

Digital Realty Careers

Joining Digital Realty means becoming part of a dedicated team of professionals who are at the forefront of innovation in the data center industry. Digital Realty, a leading global provider of data center, colocation, and interconnection solutions, offers a variety of job opportunities that cater to a range of skills and experiences.

Explore Job Opportunities

Digital Realty is actively hiring and offers a plethora of positions that cater to both seasoned professionals and those at the beginning of their career journey. The company is committed to fostering a culture of growth and leadership, making it an ideal environment for ambitious individuals looking to advance their careers.

Internship Programs

For those just starting out, Digital Realty’s internship programs provide a robust platform for gaining industry experience and networking with experts. Internships are designed to transform academic knowledge into professional practice, while interns work on projects that drive real business results.

Professional Growth and Development

Digital Realty believes in the continuous professional development of its team members. The company supports career advancement through comprehensive leadership and diversity training programs that are designed to enhance skills and foster an inclusive workplace.

Benefits and Culture

The benefits at Digital Realty go beyond standard employment perks. Team members enjoy competitive benefits packages that support both their professional and personal lives. Moreover, Digital Realty is committed to maintaining a diverse and inclusive culture where every team member feels valued and motivated.

Innovation and Leadership

At the intersection of technology and real estate, Digital Realty stands as a leader in its field. The company encourages innovation and thought leadership, which permeates every project and initiative. Team members are encouraged to think creatively and push boundaries, which is integral to the company’s success and industry leadership.

Applying for a Position

To apply for a position at Digital Realty, candidates should prepare their resume to highlight relevant experience and skills. The interview process is designed to assess not only professional qualifications but also a candidate's fit within Digital Realty’s unique culture. Interested candidates can explore available positions and submit their applications through the Digital Realty Jobs portal.

Stay Connected

Keep up to date with the latest from Digital Realty by following their careers blog. Here, one can find career tips, insider perspectives, and industry-leading insights that can be immediately applied. Digital Realty also offers personalized job alert emails, ensuring that potential candidates do not miss out on exciting and rewarding opportunities.

Join the Digital Realty Team

Search open positions that match your skills and interests. Digital Realty looks for passionate, curious, creative, and solution-driven team players. Explore how far your ambition can take you within a company that prides itself on being a global leader in data center solutions.

SEARCH DIGITAL REALTY JOBS

Digital Realty is not just a company; it's a place where careers are made, innovation thrives, and opportunities abound.
Learn more about Digital Realty
Size
11 employees
Industry
Real Estate & Construction
* Ladders Estimates

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