Head of Community at Equinix in Redwood City, California

Job Description:

Head of Community

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:

We are looking for an ambitious and resourceful customer-centric leader to drive the strategy, implementation and launch of the Equinix Customer Community. This is a key hire within the Global Marketing organization and will be reporting into the Customer Communications team. This is a senior manager level position.

This is a unique opportunity to join a team of customer champions who love what we do and are dedicated to helping Equinix’s 10,000 customers around the world to do their best work and to achieve their goals. If you are passionate about engaging with customers and facilitating community-building programming to create meaningful connections – both online and offline – this is the role for you.

The Head of Community will improve customers’ experience with Equinix solutions and will aid the Equinix Care, Product, and Marketing organizations in responding to customer needs. In this visible role, you will serve as the uniting force with cross-functional stakeholders to help leverage the powerful opportunity that the community provides to connect members with the business. You will have the ability to work independently but will partner closely with other departments to create an incredible experience for customers to engage with Equinix and their peers.

In this role you will be responsible for driving meaningful engagement, moderating content, funneling feedback to appropriate teams and customers, and sharing data-backed insights to help Equinix understand the community’s impact. You will be empowered to recommend community programming enhancements, get employees involved in its success, and scale community processes and operations to improve outcomes.

The ideal candidate is an experienced community professional with the ability to work collaboratively to synthesize insights from a variety of internal and external stakeholders. In addition, the ideal candidate is a clear communicator, uses data to inform decisions, and is passionate about helping customers thrive.

Responsibilities

• Determine the feature roadmap and user experience journeys for the Equinix Customer Community from beta through launch, in close consultation with cross-functional teams, external partners, platform vendor, and the IT department




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




• Collaborate with internal teams to seed the community prior to launch with relevant content and resources




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




• Develop and maintain relationships with key customers and influencers in the community




• Create and implement a clear, research-backed content strategy, engagement strategy, and community content calendar




• Design and execute on a recruitment strategy that engages key constituents of the customer community on a strategic timeline




• Develop and monitor key performance indicators to measure community engagement, and establish and maintain quarterly reporting




• Establish internal processes for handling community member feedback, insights, and questions that require specific technical or product expertise




• Engage critical stakeholders in Care, Product, and Marketing throughout the community lifecycle 




• Plan and facilitate training for internal contributors




• Collaborate with relevant teams to expand documentation for external members




• Strategically expand community as a Center of Excellence throughout the organization

Qualifications

• 7+ years of experience in a customer engagement role with a community or marketing team preferred




• Diploma to a bachelor’s degree preferred




• 5+ years of program and project management experience




• Hands-on experience participating in and building communities for enterprise-level, technology organizations (experience using Khoros community platform a plus)




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




• Demonstrated ability to communicate cross-departmentally to get buy-in for community initiatives




• Ability to articulate actionable insights for internal stakeholders based on community analytics




• 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




• Experience managing agencies, vendors and budgets

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more.  

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.