Product Manager, Portal Support Center

Job Summary

Contributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Support Portal capabilities align with streamlined, end-to-end customer support experiences across the customer journey. The Product Manager, Portal Support Center designs, develops, and manages the lifecycle of Equinix's customer-facing self-service support experience — Portal Case Experience, Portal Chat, and Get Help. Sets the vision and strategy for self-service support, ensuring it is competitively positioned, customer-centric, and delivering measurable case deflection and customer satisfaction outcomes.

Responsibilities

Product Lifecycle Management

• Define, develop, and manage the lifecycle of the Customer Support Portal experience from concept through launch to ongoing evolution

• Manage the Customer Support Portal roadmap including features, upgrades, and maintenance across Portal Cases, Chat, and Get Help surfaces

Self-Service Experience Strategy, Vision and Roadmap

• Set the vision for self-service customer support — what does it look like for a customer to find help, get answers, and open a case without calling?

• Gather, document, design, and test the best possible Customer Support Portal experience and incorporate the voice of the customer into the product roadmap

• Involve UX, engineering, and others to create a shared vision and clear goals for the Portal experience

• Integrate insights from usability studies, customer feedback, support analytics, and other research to refine the Portal roadmap

• Drive case deflection strategy — when should customers self-serve via articles, when via chat, when via a case

UX Partnership

• Partner closely with the UX designer on customer-facing experience design — this role lives at the intersection of product and UX

• Co-create wireframes, prototypes, and design artifacts with UX; ensure design decisions are grounded in customer research and validated through usability testing

• Champion experience quality — push back on shortcuts that compromise the customer experience, even under delivery pressure

• Ensure design consistency across Portal, Chat, and Get Help surfaces

Portal, Chat, and Get Help Capability Ownership

• Own the Portal Cases experience — case creation, case status visibility, case updates, and customer interaction with their support cases

• Own the Chat experience — whether AI-powered, agent-routed, or hybrid; ensure customers can get to a chat resolution path that matches their need

• Own the Get Help discovery flow — help articles, smart routing, intent detection, and the customer journey from "I have a question" to "I have an answer or a case"

• Coordinate with the Case Platform PM on the integration between portal-created cases and downstream Case Platform routing, AgentForce surfaces, and skills-based routing

PA-PM Partnership

• Partner with the Process Architect (or equivalent process resource on the Customer Support Portal sub-pod) on capability discovery and definition-of-ready at sprint N-2 cadence

• For process flows that span portal and case management, coordinate with the Case Platform PA

• Participate in cross-pillar PA standards conversations facilitated by Product Operations

Cross Functional Collaboration

• Effectively maintain and utilize relationships with key stakeholders — the customer-facing Customer Support organization, the Case Platform sub-pod, the Call Center sub-pod and partner teams (Portal infrastructure, Identity, Knowledge)

• Ensure alignment in cross-functional priorities across the four pillars on customer self-service experiences

• Coordinate with Case Platform sub-pod on case-creation flows from Portal, Chat, and Get Help

• Coordinate with Call Center sub-pod on omnichannel handoff scenarios (e.g., chat-to-voice, portal-to-voice)

Backlog Prioritization

• Create and prioritize the Portal Support Center backlog, working regularly with the team to refine and add detail where needed

• Collaborate closely with technology teams to provide clear direction on Agile product backlog, epic, and user story requirements, and feature delivery

• Use SAFe-aligned prioritization (WSJF) and capability/epic/story hierarchy

Product Performance and Metric Tracking

• Use tools and data analytics to draw insights from Portal usage and inform product improvements

• Track customer-facing metrics: case deflection rate, self-service success rate, time-to-resolution for self-served customers, case creation volume by channel, customer satisfaction (CSAT) on portal interactions

• Monitor cross-channel patterns — when do customers escalate from portal to chat to phone? Use this insight to refine the self-service experience

Test Case Definition and UAT Coordination

• Define test cases and acceptance criteria for Portal Support Center capabilities, with strong emphasis on usability acceptance

• Participate in UAT post enablement team testing for portal features, chat experiences, and Get Help flows

• Coordinate usability testing with UX and customer research partners ahead of major releases

Stakeholder Management

• Manage stakeholder expectations across the customer-facing Customer Support organization, peer sub-pods, and partner teams

• Identify and proactively include correct stakeholders and communicate effectively

• Understand stakeholder needs and build effective relationships across diverse audiences — from customers to support agents to internal product peers

• Utilize effective methods of communication with stakeholders, varying approach accordingly

What success looks like in year 1

• Portal Cases experience delivered with measurable improvement in case creation flow (reduced time-to-create, improved customer rating)

• Chat experience launched or improved with measurable engagement and resolution metrics

• Get Help discovery flow reducing case-creation friction and improving self-service success rates

• Strong UX partnership established with Katherine; design quality consistently high across portal surfaces

• Effective integration with Case Platform sub-pod for cases created via portal, chat, and Get Help

• Customer-facing metrics dashboard providing visibility into self-service performance

Qualifications

• 5+ years product management experience, with demonstrated track record managing customer-facing self-service support products — customer support portals, help centers, chat experiences, or comparable digital support surfaces

• Direct experience with portal support hubs — building and running customer-facing portals where users find help, manage cases, and self-serve

• Strong UX-led product practice — comfort with usability research, prototyping, design partnership, and customer-centric experience design

• Experience with self-service / case deflection metrics and product strategies for reducing inbound case volume through better self-service

• Understanding of help center and knowledge management product practices — article surfacing, search, intent detection

• SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization

• Strong cross-functional collaboration skills — this role lives at the intersection of customer-facing experience and back-end case management, requiring close partnership across teams

• Excellent customer empathy — ability to advocate for the customer experience inside an enterprise product organization

Preferred qualifications

• Salesforce Experience Cloud, Service Cloud, or AgentForce experience

• Experience with AI in customer self-service contexts — chatbot design, virtual agents, AI-suggested articles, intent detection

• Background in B2B enterprise customer support or self-service product roles

• Experience with chatbot or virtual agent product management

• Knowledge management or help center platform experience

• SAFe certification

• Experience with market, competitive, and customer analysis for product positioning

• Business case development experience for platform investments