Senior Manager – Equinix Product Community, Product Operations at Equinix in Sunnyvale, California

Posted in General Business 7 days ago.

Type: Full-Time





Job Description:

Senior Manager – Equinix Product Community, Product Operations

Equinix is the world’s digital infrastructure company, operating 210 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

As the Product Community Senior Manager, you will play a key role in the launch of the Equinix Customer Community. This role will lead and oversee the management of the community from strategy through execution, and will work closely with cross-functional teams, business stakeholders to define, develop, and execute community related initiatives.

Post launch, you will take ownership and drive meaningful engagement across our customer base, moderate content and conversations in our community, participate in a variety of thought leadership opportunities, and share insights on usage and consumption to help understand the impact of the product community on our customers.

The Community Manager is the "go-to" resource to facilitate the resolution of any issues around the Community. This position is a blend of Community Product Owner, Product Manager and Program Manager roles.

The ideal candidate is a strong communicator, with solid community experience, program and product management experience, passionate about customer communities, detail-oriented, data-driven and puts the customer at the center of everything we do.

Responsibilities


  • Design, drive, and execute on Community engagement strategy to foster deep relationships and instrument for long term value for customers, partners and internal stakeholders


  • Establish content strategy and content engagement model; methodology and processes for content creation and curation  


  • Collaborate with cross-functional teams, internal partners, platform vendor, and IT to ensure design and delivery of roadmap, expanded feature functionality, and robust development lifecycle along


  • Oversee and manage governance and escalation procedures and policies; partner with IT and internal partners to maintain user information, system processes and content deployment


  • Partner with other internal LOBs to help them leverage the powerful opportunity that the Community provides to connect users with the business


  • Develop and monitor key performance indicators to measure community engagement, establish and maintain quarterly reporting to showcase consumption across the business with measurable and actionable analytics


  • Serve as the Community "change agent" and lead direction, change, and communication to both internal teams and the community end users


  • Plan and facilitate training and documentation for both internal and external users


  • Develop strong and highly engaged group of influencers on the Community


Qualifications


  • 7+ years of customer Community management experience for enterprise-level, technology organizations


  • Hands on in-depth experience managing a customer Community


  • Strong background in product and program management, and experience in customer or partner facing support roles a plus


  • Passionate about community best practices, design, principles, concepts, and technologies


  • Social media savvy with the ability to implement strategies and moderate online conversations


  • Knowledge of brand tone and voice, social trends, and best practices


  • Excellent stakeholder management and communications skills


  • Experience with web and social media analytics tools


  • Self-learner with the ability to elicit information through research and other sources


  • Ability to handle stressful, time-critical initiatives and deliver great user outcomes


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.