Senior Manager, Customer Compliance

The Sr. Manager, Customer Compliance owns CyrusOne’s customer assurance program, leading customer audits, and site assessments, coordinating evidence requests, and ensuring accurate, on-time completion of customer questionnaires, third-party risk assessments, and due diligence deliverables. The role builds a scalable operating model (standard audit packages, templates, playbooks, response library) and mobilizes cross-functional SMEs across the business to protect CyrusOne’s sensitive information while delivering a best-in-class customer experience by delivering timely, accurate, and secure responses while enforcing appropriate scope control, confidentiality, and evidence-handling standards. The role also manages and develops specialist resources that execute day-to-day audit coordination and questionnaire workflows.

Key responsibilities

1) Customer audits & site assessments

• Own the full customer audit/site assessment lifecycle: intake, scoping/approval, scheduling, pre-read package delivery, facilitation (virtual/onsite), evidence follow-up, closure, ensuring consistent quality and customer experience.

• Serve as the primary facilitator for customer audits, ensuring CyrusOne assigns and coordinates the appropriate Compliance lead and that customer requirements (timelines, visitor registration, required materials) are met.

• Coordinate and mobilize the right SMEs per engagement, including (as applicable): Operations, Service Delivery, Physical Security, Cybersecurity, Risk, Safety/EHS, Sustainability, Legal, Procurement, Finance, Insurance, and Tax.

• Build and maintain standardized audit artifacts (site audit decks, standard narratives, templates/macros, response knowledge workflows) to reduce duration and bespoke effort while maintaining completeness and accuracy—including supporting insurance audits and external auditor engagements.

• Establish and enforce guardrails for scope, sensitive area restrictions, and evidence handling (redaction/sanitization and secure delivery methods), balancing transparency with protection of CyrusOne and other customers.

2) Questionnaires, risk assessments, and customer due diligence

• Own intake, triage, and completion for customer questionnaires and risk assessments including customer portal workflows and deadlines and ensure responses meet quality standards and confidentiality expectations.

• Maintain and continuously improve a standard response library/knowledge base workflow, and standardized assurance packages to speed turnaround and improve consistency.

• Manage third-party risk assessments with clear rules of engagement (e.g., handling of third-party portals/terms and conditions, NDA expectations), ensuring CyrusOne’s confidentiality obligations are protected.

• Provide or oversee customer-facing responses for compliance-related RFP/due diligence requests in partnership with Customer Experience and commercial stakeholders.

3) Program standardization, tooling, and performance management

• Design and scale a repeatable operating model: intake forms, playbooks, audit packages, QA checks, SME runbooks, customer-ready templates, and a consistent “pre-audit” package strategy.

• Own program reporting and metrics (cycle time, backlog, SLA to customer due dates, first-pass quality, audit outcomes) and drive continuous improvement based on customer feedback.

• Maintain an auditable workflow and UI for audits/questionnaires and key deliverables to improve visibility and execution reliability.

4) Cross-functional governance & enterprise support

• Partner closely with Legal, Procurement, Finance, Insurance, and Tax teams to support compliance documentation.

• Support certification readiness and certification audit support by ensuring customer-facing assurance content is current, consistent, and aligned to published certifications and reports available through customer channels.

• Own customer communications and alignment for compliance-related deliverables across the customer lifecycle ensuring a coordinated “single front door” experience.

5) People leadership

• Lead and develop the Customer Compliance Specialist(s): workload planning, coaching, performance management, and building redundancy through documented processes and cross-training.

• Establish quality controls (peer review/manager review) for audit packages and questionnaire submissions to improve accuracy and reduce rework.

Minimum qualifications

• 8+ years experience in Governance, Risk & Compliance, customer assurance, security/compliance program management, or equivalent; 5+ years leading teams/managing direct reports.

• Demonstrated experience leading customer audits/site assessments and complex customer questionnaires in regulated or high-scrutiny environments.

• Strong written and verbal communication skills; ability to translate technical facility/security practices into clear, customer-ready responses.

• Strong project/program management skills; comfortable with ambiguity, prioritization, and stakeholder coordination across multiple functions.

• Proficiency with Microsoft 365; comfort with workflow tooling and trackers (e.g., Salesforce, ServiceNow, SharePoint, GRC platforms, AI tools).

Preferred qualifications

• Data center / critical infrastructure experience (colocation, cloud, telecom, or similarly regulated operational environments).

• Familiarity with customer assurance artifacts and frameworks (e.g., SOC reports, ISO certifications, PCI, HIPAA/HITECH, sustainability questionnaires).

• Experience building standardized assurance packages and measurable operating rhythms that scale across a multi-site portfolio.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.