Director of Customer Operations - Denver, CO

About Riot Platforms · Riot's (NASDAQ: RIOT) vision is to be the world's most trusted platform for powering and building digital infrastructure. Riot's mission is to empower the future of digital infrastructure by positively impacting the sectors, networks, and communities that w ...

Job description

About Riot Platforms

Riot's (NASDAQ: RIOT) vision is to be the world's most trusted platform for powering and building digital infrastructure. Riot's mission is to empower the future of digital infrastructure by positively impacting the sectors, networks, and communities that we touch. We believe that the combination of an innovative spirit and strong community partnership allows the Company to achieve best-in-class execution and create successful outcomes.

Riot is a Bitcoin-driven industry leader in the development of large-scale data centers and bitcoin mining applications. The Company's vertically integrated strategy spans Bitcoin mining, engineering, and the development of large-scale data center projects designed to support the growing demand for high-density computing. Riot currently operates Bitcoin mining facilities in central Texas and Kentucky, with engineering and fabrication capabilities in Denver and Houston. The Company is now expanding into data center development, strengthening its position as a foundational builder in the digital economy.

What We're Looking For

At Riot, we're building the future of digital infrastructure. Our team members have unparalleled opportunities to work on groundbreaking initiatives. Through technical excellence and strategic execution, Riot has positioned itself as a leader in the industry driving advancements that continue to set new benchmarks in digital infrastructure.

We are trailblazers. Problem solvers. People who thrive in fast-paced environments, communicate clearly, and bring relentless focus to efficiency and execution.

About the Role

The Director of Customer Delivery is the enterprise owner of customer contract compliance, SLA governance, and delivery accountability across all mission-critical data center operations. This role serves as the critical liaison between customer expectations and internal execution, ensuring that all contractual obligations—including availability targets, maintenance windows, service levels, and operational standards—are met with precision and rigor.

Technical account management & customer advocacy: Lead Quarterly Business Reviews (QBRs) with customers to review SLA performance, compliance status, incident trends, and operational metrics. Serve as primary escalation point and trusted advisor for customer concerns; proactively identify at-risk accounts and partner with Sales and Operations to resolve issues, communicate corrective actions, and drive customer satisfaction and retention.

This role is based at our Denver office and does require 25-30% travel. Relocation assistance is available.

What You'll Do

• Contract compliance & governance: Interpret and maintain centralized contract/SLA repository. Establish enterprise compliance standards. Monitor adherence to contractual terms and escalate non-compliance.
• Customer engagement & QBRs: Lead Quarterly Business Reviews (QBRs) with customers to review SLA performance, compliance status, and incident trends. Serve as executive escalation point for customer concerns and partner with Sales to resolve issues and strengthen relationships.
• Execution oversight: Track deliverables, milestones, and service commitments. Hold internal teams accountable for meeting commitments. Maintain compliance dashboards and audit-ready documentation.
• Risk identification & resolution: Proactively identify compliance gaps and risks. Implement corrective actions and participate in root cause analysis.
• Cross-functional collaboration: Partner with Operations, Legal, Customer Success, and Engineering to resolve compliance challenges and maintain accountability.
• Reporting & communication: Provide regular compliance reports to leadership and customers. Maintain comprehensive documentation and track key metrics (SLA attainment, incident response times, corrective action closure).
• Multi-site scaling: Standardize compliance frameworks and SLA measurement across all sites. Ensure new sites are trained on contractual obligations before going live.

What You'll Bring

• Bachelor's degree in business administration, Operations Management, or related field; or equivalent experience.
• 7+ years with SLAs, compliance frameworks, and contract management.
• 7+ years in customer operations, service delivery, or project delivery in a complex, multi-stakeholder environment.
• Proved track record of building and sustaining customer relationships.
• Ability to read, interpret, and explain complex contracts and technical SLAs.
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
• Proven ability to drive accountability and maintain professional relationships under pressure.
• Strong problem-solving, communication, and stakeholder management skills.

Preferred

• Experience in technology, engineering, or mission-critical data center operations.
• Familiarity with hyperscale or multi-site service delivery models.
• Project Management certification (PMP, CAPM) or equivalent.
• Experience with audit frameworks (SOC 2, ISO 27001, HITRUST).
• Knowledge of critical infrastructure systems (UPS, generators, cooling, liquid cooling).
• Experience with CMMS, ticketing systems, and operational dashboards

Compensation and Benefits

• Competitive Salary: Base salary range $185,000 - $210,000 (commensurate with experience) + bonus + sign-on equity grant.
• Long-Term Growth: Eligible to participate in Riot's equity incentive programs and share in the success you help build.
• 401(k) with Immediate Vesting: Generous company match up to 5%.
• Comprehensive Health Coverage: Multiple medical plan options that include 100% employer-paid premiums.
• Wellness & Lifestyle Perks: Enjoy free gym memberships, pet insurance, childcare discounts, and more to support your life both in and out of work.

Riot is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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