Senior Product Manager

Overview

Who are we?

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective. Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary

The Product Owner will drive the development and enhancement of our support and call center platform, focusing on delivering exceptional support experiences through optimized telephony systems and service management tools. This role will own the product backlog and work closely with engineering, support operations, and business stakeholders to build solutions that improve first call resolution, reduce handle times, and enhance overall customer satisfaction.

In this role, you will translate support center strategy into actionable product requirements, prioritize features that drive operational efficiency and service quality, and ensure seamless integration with existing support tools and workflows. You will be responsible for maximizing the value delivered through our support technology stack, with particular emphasis on leveraging Salesforce Service Cloud and call center telephony platforms to drive support outcomes.

• Own and manage the support and call center platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with support objectives and business goals

• Partner closely with Support Managers, Call Center Operations, Quality Assurance, and leadership to understand support workflow challenges and translate them into product solutions

• Drive the implementation and optimization of support tools, particularly Salesforce Service Cloud and call center telephony systems, ensuring maximum adoption and value realization across the organization

• Collaborate with engineering teams to define technical requirements for omnichannel routing, IVR systems, CTI integrations, workforce management, and automated case deflection workflows

• Design and implement support metrics and dashboards that provide actionable insights into call volume trends, agent performance, customer satisfaction, and operational efficiency

• Conduct user research and gather feedback from support agents and supervisors to continuously improve platform usability and effectiveness

• Work cross-functionally with Customer Success, Sales, and Product teams to ensure seamless customer data flow and consistent support experience across all touchpoints

• Define and track key performance indicators (KPIs) such as average handle time, first call resolution, CSAT scores, service level agreements, and platform adoption metrics

• Stay current with contact center best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement

• Support change management initiatives to drive adoption of new support processes and tools across the organization

• Bachelor's degree in Business, Computer Science, Engineering, or related field

• 3-5 years of product management or product owner experience, preferably in contact center or customer service environments

• Hands-on experience with Salesforce Service Cloud, including configuration, administration, and optimization of case management and omnichannel workflows

• Deep understanding of call center telephony systems, including IVR, ACD, CTI, and workforce management platforms

• Strong knowledge of contact center operations, including call routing strategies, queue management, and agent productivity optimization

• Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies

• Demonstrated ability to understand technical integration requirements between telephony and CRM systems

• Data analysis skills with experience in creating dashboards and reports using Salesforce reporting, Tableau, or similar platforms

• Strong stakeholder management skills with ability to influence and align cross-functional teams

• Experience with omnichannel support strategies including voice, chat, email, and self-service

Preferred Qualifications

• Salesforce Service Cloud certification (Administrator or Consultant)

• Experience with leading telephony platforms (Five9, Genesys, NICE in Contact, Amazon Connect, Talkdesk, etc.)

• Previous experience in a Contact Center Manager, Support Operations, or Quality Assurance role

• Familiarity with AI-powered features such as chatbots, intelligent routing, and speech analytics

• Experience with workforce management (WFM) and quality management (QM) systems

• Knowledge of compliance requirements for call recording and data privacy (PCI-DSS, GDPR, etc.)

• Experience with self-service portal design and knowledge base management

• Experience in high-volume B2B or…