Director, Contracts & Customer Experiece

Director, Contracts & Customer Experiece Location: Sussex, WI - USA We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? The Director Contracts & Customer Experience leads the strategic delivery of world-class customer experience across mission-critical data center environments where uptime and reliability are essential. This role sets the vision for service excellence and contract governance, ensuring disciplined execution that strengthens customer trust, protects commercial outcomes, and drives long-term value. Provides executive leadership in contract management and customer experience, aligning cross-functional teams to deliver consistent, high-impact results for key clients. Major Responsibilities: Owns enterprise-level contract governance for Data Center clients, ensuring rigorous compliance with complex commercial terms while optimizing contract performance, mitigating risk exposure, and safeguarding profitability Leads end-to-end customer operations strategy, overseeing order lifecycle management from purchase order through delivery and acceptance, while driving accountability across cross-functional teams to ensure seamless execution and an exceptional customer experience Partners closely with Legal and executive stakeholders to negotiate and structure contract amendments, change orders, and warranty renewals, balancing commercial objectives with risk management and long-term client value Establishes a proactive risk management framework, identifying, assessing, and mitigating operational and contractual risks at scale, and implementing contingency strategies that protect service continuity, customer commitments, and business outcomes Serves as a senior strategic liaison between key Data Center clients and internal leadership (project management, engineering, and service teams), aligning technical solutions with commercial strategy and strengthening executive-level relationships Drives a data-informed culture of continuous improvement, leveraging customer feedback (NPS, CSAT) and operational performance metrics to enhance service delivery, operational efficiency, and overall customer satisfaction Champions growth and value-creation initiatives, identifying and executing opportunities for service expansion, training programs, and system upgrades to deepen customer partnerships and accelerate revenue growth Minimum Job Requirements Bachelor’s degree in Engineering, Business, or a related discipline. 7 years of experience in a customer-facing role for mission critical applications Experience managing and tracking contract terms adherence and compliance. Knowledge / Skills / Abilities: Advanced negotiation and stakeholder management in high-stakes environments Data-driven decision-making using CRM platforms (e.g., Salesforce, Microsoft Dynamics) Exceptional communication skills Strong project management capabilities in fast-paced, high-availability settings Microsoft products Ability to partner effectively with internal and external teams Ability to thrive in high-performance, high-pressure atmospheres Ability to deliver exceptional customer outcomes at scale. Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional Travel #LI-KA1 “We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”