Director, Global Customer Support

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents – and counting!

A leadership role at Equinix means you will drive and collaborate on work that impacts the world. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Responsibilities

• Implement and maintain quality assurance programs and processes to monitor and evaluate the performance of customer support teams, ensuring adherence to established standards and driving continuous improvement
• Collaborate with cross-functional teams to define and implement workforce management strategies, including forecasting customer demand, optimizing staffing levels, and creating efficient scheduling processes
• Stay informed about industry trends, best practices, and emerging technologies in customer support, vendor management, workforce management, and quality assurance, applying relevant insights to drive innovation and operational excellence
• Develop and execute a comprehensive vendor management strategy, including the selection, onboarding, and ongoing evaluation of vendors to support customer support operations globally
• Collaborate closely with other departments, such as Sales, Product Management, and Operations, to align customer support initiatives with overall business objectives and enhance customer satisfaction
• Establish strong relationships with vendors, negotiating contracts, defining service level agreements (SLAs), and monitoring vendor performance to ensure compliance with contractual obligations and service standards
• Develop and analyze key performance indicators (KPIs) to assess the effectiveness and efficiency of customer support operations, providing regular reports and actionable insights to senior management
• Foster a culture of customer-centricity and excellence within the customer support department, promoting a positive and collaborative work environment
• Lead a team of managers, providing guidance, coaching, and mentoring to drive professional growth and enhance team performance
• Oversee and optimize workforce planning, ensuring the right talent is in place to meet service level objectives, while managing costs and maximizing productivity

Qualifications

• Demonstrated expertise in managing vendor relationships, including vendor selection, contract negotiation, and ongoing vendor performance evaluation
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels, both internally and externally
• Strong background in implementing and managing quality assurance programs, including defining quality metrics, conducting audits, and driving process improvements
• Knowledge of industry-leading customer support technologies and tools such as Amazon Connect and SalesForce Service Cloud is preferred
• Proven experience in a leadership role within a global customer support or contact center environment, with a strong emphasis on vendor management, workforce management, and quality assurance
• Exceptional strategic thinking, problem-solving, and analytical skills, with the ability to translate data into actionable insights and strategies
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously, ensuring timely and successful implementation
• Bachelor's degree in Business Administration, Management, or a related field. A master's degree is a plus
• Extensive knowledge and experience in workforce management techniques, such as forecasting, scheduling, and optimizing staffing levels, ideally in a multi-site or global environment
• Flexibility to travel internationally as required to support global customer support operations

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.