Sr. Customer Care Manager

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.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our team 

Operations

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. 

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. 

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more. 

Apply today, take charge of your career and grow your talents with us.