Senior Product Manager, Customer Support

About Equinix

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 bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact.

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.

Requirements Ownership:

• 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

Customer Support Strategy and Operations:

• 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

Skills‑Based Routing:

• 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

Incident Management:

• 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

Agent Tooling and

Experience:

• 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

IVR and Omnichannel Handoff:

• 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

PA‑PM Partnership:

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

Cross‑Functional Collaboration and Stakeholder Management:

• 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

Performance and Metrics:

• Define and track Customer Support KPIs including handle time, first contact…