Senior Product Manager, Customer Support

Job Summary

Contributes to the Lead-to-Cash transformation by representing the needs of Equinix's Customer Support organization within the broader Case Platform. The Product Manager, Customer Support owns the requirements, outcomes, and continuous improvement agenda for capabilities that directly serve assisted support, including skills-based routing, bot and virtual agent design, agent tooling, knowledge management, and omnichannel handoff. This role serves as the primary voice of Customer Support into the Case Platform, partnering closely with the Case Platform PM to ensure agent-facing and operational capabilities reflect real support needs and deliver measurable improvements for agents and customers alike.

• Own the Customer Support requirements backlog into the Case Platform; translate operational pain points into clear, prioritized capability requirements

• Serve as the primary liaison between the Customer Support organization and the Case Platform PM, ensuring support needs are visible and reflected in the broader platform roadmap

• Set the strategy for Customer Support as a high-efficiency assisted support channel, identifying and prioritizing improvements across handle time, first contact resolution, transfer rates, and queue performance

• Define how and when customers are directed to assisted support versus self-service channels, in coordination with the Portal Support Center PM

• Stay current on industry trends, competitive benchmarks, and emerging technologies such as AI-assisted agents, voice bots, and real-time agent guidance

• Define requirements for how inbound contacts are matched to agents based on customer need, product area, language, support tier, and entitlement; ensure entitlement-aware routing for premium tiers

• Partner with the Support organization and Case Platform PM to maintain routing skill taxonomies and drive continuous improvement to reduce misroutes, transfers, and hold times

• Define requirements for incident management capabilities including major incident detection, escalation triggers, agent notification workflows, and priority thresholds

• Coordinate with the Case Platform PM to ensure incident requirements are reflected in case routing, escalation rules, and milestone tracking

• Partner with the Case Platform PM on the agent-facing experience including Service Cloud views, case creation flows, knowledge surfacing, and AI-assisted capabilities such as next-best-action and Einstein Article Recommendations

• Identify friction in the agent desktop and drive requirements that reduce handle time and improve first contact resolution

• Define requirements for the IVR experience including menu structures, deflection flows, and authentication; coordinate with the Portal Support Center PM to ensure customers arrive with context across chat, portal, and voice transitions

• Partner with the Process Architect on capability discovery at sprint N-2 cadence; participate in cross-pillar PA standards conversations facilitated by Product Operations

• Maintain effective relationships across the Support organization, Case Platform and Portal Support Center teams, and partner teams including Telephony/CTI, Knowledge, and Identity; partner with the Support organization on operational alignment including workforce management practices

• Manage stakeholder expectations proactively across audiences from frontline agents to senior Support leadership

• Define and track Customer Support KPIs including handle time, first contact resolution, transfer rate, abandon rate, CSAT, and escalation rate from digital channels

• Define acceptance criteria for capabilities delivered through the Case Platform; coordinate operational readiness validation with the Support organization ahead of go-live

• Customer Support requirements prioritized within the Case Platform roadmap

• Skills-based routing improvements delivered with measurable reduction in misroutes and transfer rates

• Agent desktop friction reduced with measurable improvement in handle time and first contact resolution

• Agent tooling requirements defined and in delivery, with agents reporting improved access to case context, knowledge, and AI-assisted capabilities at point of interaction

• IVR and omnichannel handoff working end-to-end with increased deflection and context passed across channels

• Incident management requirements reflected in case routing, escalation rules, and milestone tracking

• Customer Support performance dashboard in place with agreed KPIs visible to Support leadership

• 5+ years product management experience in customer support operations or contact center platform roles

• Direct experience with routing logic, IVR design, agent tooling, and incident management in a…