Director, Product Management, Tiered 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.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams. 

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. 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.

Job Summary

Equinix has the largest Global Network of Interconnected Data Centers in the world. Customer Success and Care, as you can imagine, is, and always has been, a priority in our business.

We believe this is an area of opportunity as customers look to enhance their digital transformation initiatives. We are looking for an outstanding leader to productize Customer Success and Care by working directly with our customers and partners to understand their needs to create a new suite of products.

This role reports to the Vice President, Interconnection.

Responsibilities

Develop and Evangelize Product Vision

• Bridge the gaps between business goals, customer feedback, technical delivery, and financial viability of offerings
• Define, implement, monitor, and report key product and project metrics
• Champion long-term Product vision, planning and go-to-market strategies
• Develop value positioning, the scope of services, collateral, and pricing to bring offerings from concept to market
• Partner with Customer Experience, Operations, and Product Engineering to build and evolve product strategy, road map, and feature prioritization

Develop Strong Cross-Functional Partnerships

• Inspire, guide, and empower others in the Product Management discipline
• Develop and maintain strong relationships with users, stakeholders, peers, and team members throughout the organization

Drive World-Class Service Delivery

• Act as an evangelist for services, assisting sales with selling and serving as a collaborative resource for our strategic customers
• Analyze customer feedback, identify root causes, align with stakeholders on workarounds, and develop permanent solutions
• Participate in the refinement, implementation, and productization of Care offerings at scale

Qualifications

• 10-15+ years of experience as a product leader or relevant adjacent experience in professional services, product management, or operational fulfillment
• Experienced in crafting tiered support offerings and initiatives
• 5+ years of progressive end-to-end product management experience in a global technology organization
• Empathetic teammate that will work with our existing partners to create successful tiered support offerings
• Service monetization experience, preferably, tiered support offerings
• Developed partner joint offerings
• Bachelor’s degree
• Experience using market intelligence and customer feedback to optimize service
• Applied Design Thinking or similar process to build Service offerings

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to [email protected]. Please provide your contact information and let us know how we can assist you.

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.