Director, GCCX Business Operations and Program Management at Equinix in Frisco, Texas

Job Description:

Director, GCCX Business Operations and Program Management

Equinix is the world’s digital infrastructure company, operating 200+ 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 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.   

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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: Global Customer Care and Experience (GCCX) continues to grow and evolve. Frequently tasked with solving complex employee and customer needs through disruptive and innovative thinking, the GCCX Strategy and Operations team has created a role to lead and manage our Business Operations and Program Management efforts. This role will report to the Chief of Staff of GCCX, who also leads GCCX Strategy and Operations, and as a team, you will be responsible for driving the strategic vision and empowering and executing the high-impact programs, working cross-functionally on most effective service delivery (including paid services) and customer success models to support our employees and customers around the world.

The ideal candidate is a thoughtful leader who is passionate about identifying and prioritizing -- based on quantitative and qualitative data -- the continuous improvements that will enable us to better achieve business priorities; motivates and develops their team; is comfortable wearing many hats and working in a fast-paced, ambiguous, highly collaborative and customer-obsessed environment; thrives in and drives a culture of accountability, and can synthesize details yet still see the big picture. You will partner with leaders and employees of all levels within Equinix, and can build strong relationships across stakeholder teams and within GCCX.

Responsibilities

• Provide the strategic vision and spearhead deployment of end to end customer success capabilities for Equinix solutions and services, bringing value to the business through customer retention, new service revenue models and growth




• Develop and lead programs designed to enhance customer success and increase customer loyalty by identifying lasting and scalable programs and improvement opportunities, resulting in operational transformation




• Partner with cross-functional teams and build strategic partnerships to embed customer-centric practices throughout the organization, and support customer success leaders by providing best practices and tools that allow their teams to build trust with customers, feel empowered to do the right thing, and to act proactively




• Work closely with program managers, within GCCX and cross-functional, to provide global program alignment; achieve success by building internal and external programs that drive product adoption, reduce churn, and increase revenue growth




• Create customer success stories to broaden and support the overall Equinix brand; partner cross-functionally to elevate the stories and ensure we deliver on expectations from support




• Provide leadership and support for the strategy, design, development, and implementation of programs to support effective service delivery




• Partner with Data and Analytics team to analyze quantitative and qualitative data to prioritize opportunities for improvements programs; enable effective decision making




• Have the ability to raise a flag early when there are any concerns in a program and elevate to appropriate levels

Qualifications

• 5+ years leading global teams




• 10+ years of experience in end-to-end development of large and complex programs, change management, and/or product or program management, large scale programs from concept to launch, across diverse stakeholder teams




• Strategic and creative thinker with exceptional attention to detail and highly organized




• Able to help the team to prioritize complex deliverables, understand and discuss the concepts, manage trade-offs, and run large-scale meetings with business leaders




• Excellent problem-solving, conflict resolution, active listening, and time management skills




• Excellent verbal and written communication skills with experience in successfully articulating concepts and complex information in a concise manner through presentations and various channels




• Exceptional PowerPoint presentation skills, including the ability to illustrate concepts visually




• Confidentiality and business ethics; demonstrates outstanding judgment and discretion




• Bachelor’s Degree / MBA or Six Sigma Belt certification preferred




• Previous experience supporting support organizations and IT/Telcom/Datacenter companies a plus

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.