Manager, Data Center Customer Operations

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.

Job Summary

Receives objectives‑based assignments and determines resources, priorities, and operating approaches to achieve campus‑level Customer Operations outcomes. Provides leadership and direction within established company policies and governance. Recommends improvements to operational practices and establishes procedures that impact a function or multiple disciplines. Decisions have broader operational and customer impact, influencing methods, priorities, and risk outcomes. Owns execution of operational plans aligned to financials, business priorities, organizational goals, and workforce strategy.

Responsibilities

Leadership

• Leads, develops, and accountable for consistent Customer Operations delivery.
• Sets clear expectations for execution, performance, and behavior across teams and shifts.
• Coaches leaders to manage incidents, workloads, performance, and customer interactions effectively.
• Identifies systemic issues impacting service or team effectiveness and drives sustainable improvements.
• Creates a fair, inclusive, and high‑trust working environment that supports 24/7 operations.

Systems Support

• Provides leadership oversight for incident response, escalation, and recovery in customer‑impacting situations.
• Ensures structured troubleshooting, root cause analysis, and corrective actions are consistently applied by the team.
• Reviews incident summaries and customer communications to ensure accuracy, clarity, and professionalism.
• Develops team capability in incident documentation and post‑incident learning.

Installation

• Oversees customer installation activities, ensuring teams follow standards, quality requirements, and safety practices.
• Ensures site surveys, cost estimates, scheduling, and execution are coordinated effectively across stakeholders.
• Holds teams accountable for readiness, testing quality, and customer handover outcomes.

Vendor Management

• Manages vendor engagement through clear scope definition, expectations, and performance oversight.
• Ensures vendors operate in compliance with site requirements, safety standards, and service expectations.
• Addresses vendor performance issues and drives corrective actions as needed.

Maintenance

• Oversees preventive and corrective maintenance activities related to Customer Operations infrastructure and services.
• Ensures maintenance practices minimize customer impact and reduce repeat incidents.
• Uses incident and performance data to inform maintenance prioritization and improvements.

Project Management

• Leads Customer Operations‑related initiatives and improvements across the campus.
• Prioritizes work, allocates resources, and sequences deliverables to balance business‑as‑usual operations with change.
• Monitors scope, risk, and progress, intervening when trade‑offs or leadership judgment are required.

Technical Expertise

• Applies strong understanding of Customer Operations services, platforms, and workflows to guide decisions and trade‑offs.
• Leverages technical context to challenge assumptions, assess risk, and support supervisor decision‑making.
• Partners with relevant teams to implement new procedures, standards, or operating models.

Typical Degree & Years of Experience

• Typically requires a minimum of 12 years of related experience with a Bachelor’s degree, or equivalent practical experience leading customer‑facing, mission‑critical operations teams.