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Job Summary

The Manager, Business Analysts supervises a team responsible to provide commercial orchestration and enablement services to customers across all regions, enabling the execution and delivery of commercial contracts, ensuring that customer commitments are met in a timely and quality-driven manner while upholding company compliance, optimizing operational processes and resource allocation to achieve fulfilment of the organization’s commercial obligations.

In addition, she/he oversees the day-to-day operational planning to deliver best-in-class customer experience and operational excellence. She/he will have the tactical accountability on global initiatives to simplify, scale and transform, in support of predictable revenue performance and optimized customer experiences.

Responsibilities

• Supervises and mentors a team to provide proactive professional service and advisory to customers and navigate effectively the global matrix organization

• Manages all dimensions of the employee journey, and inspires staff to become the best version of themselves day after day, and fully embrace the corporate culture

• Pioneers the execution of the global strategy and drive teams to navigate through constant changes and transformation

• Designs and monitors performance metrics and continuously looking for insights and improvement opportunities

• Listens to customers and stakeholders and ensures accountability on commitment

• Reviews exception requests and determines the appropriate managerial guidance

• Manages internal/external escalation and ensure a methodical process is followed to de-escalate, understand root cause(s), and implement corrective and preventives measures

• Works closely with the global leadership team on the strategic and tactical planning to deliver the business outcome and the institutionalization of the changes

• Interlocks with global stakeholder groups and advocates for changes to achieve global consistencies, integrate regional/local nuances, and optimize the commercial fulfillment journey

• Tackles proactively problems or risks impacting strategy or execution, prepares business cases and seek for buy-in on improvement recommendations and actions

• Partners with the global teams to drive process, knowledge, systems and data optimization initiatives and change management efforts

• Supports other global programs or duties

Qualifications

• At least 10 years relevant professional experience, with minimum 5 years as people manager, managing all facets of the employee journey/life cycle

• Strong business-savviness at ease with digital transformation and the digital business landscape

• Active and empathetic listener, able to understand pain points from customers and stakeholders

• Passionate to serve others, win as a team, think outside the box while keeping things simple, and always put customers at the center of everything

• Agile and at best when dealing with problems, ambiguities and changes

• Proven track record managing and optimizing ongoing service operations through process improvement methodologies, change management and observed through appropriate metrics

• Proven track record leading organizations through impactful transformation and simplification

• Excellent storyteller understanding the different customer/stakeholder persona

• Experience working for MNC in Data Center, Cloud, Telecom or Digital Business, in Business, Revenue, Sales, Customer Care, Legal and/or Finance Operations department (desirable)

• Project management and process improvement certified (desirable)

• Spanish fluency with a good command of English

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.