Global Director, HR Services, People Experience

Who are we?

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

At Equinix, our People Experience (PEX) team is focused on creating simple, consistent, and high-quality experiences for employees and managers around the world.

We are looking for a Global Director, HR Services to build, lead, and evolve our global People Operations capability. This is a significant leadership role with end-to-end accountability for the delivery of high-volume HR services across the employee lifecycle, combining operational excellence with the opportunity to shape the future of HR service delivery.

You will lead the continued development and scaling of our Global HR Services organization, establishing the operating model, service standards, workforce strategy, governance, and capabilities required to deliver reliable and efficient services globally. You will own operational performance across service levels, quality, productivity, capacity, controls, risk, and employee and manager experience.

Equally important, you will help transform how HR services are delivered. As AI, automation, and digital technologies reshape People Operations, you will identify opportunities to simplify and standardize processes, reduce manual effort, and build an increasingly scalable, technology-enabled service model.

This role is ideal for a highly accomplished HR Operations or Shared Services leader who combines strong operational discipline with transformation leadership and is energized by the opportunity to build, scale, and continuously improve a global service organization.

What You’ll Do

Lead Global HR Services

• Build, lead, and develop a high-performing global HR services organization, creating a culture of accountability, collaboration, service excellence, and continuous improvement.
• Own end-to-end operational performance across centralized HR services, including service delivery, quality, productivity, workforce capacity, controls, and customer experience.
• Develop strong operational leadership capability and ensure teams have the skills, knowledge, and resources required to deliver consistently at scale.

Build and Scale the Global Service Model

• Define and evolve the global HR services operating model, including the service catalogue, governance, delivery standards, intake channels, escalation paths, and performance measures.
• Determine how HR activities can be effectively centralized and standardized while appropriately addressing regional and local requirements.
• Lead the transition of services into the global delivery model, including process readiness, knowledge transfer, documentation, training, stabilization, and business continuity.
• Partner across People Experience to continuously evaluate which services should be centralized, simplified, automated, or delivered through alternative channels.

Drive Operational Excellence

• Establish strong daily, weekly, and monthly operating rhythms to actively manage service performance, transaction volumes, backlogs, case aging, quality, SLA attainment, and productivity.
• Oversee case and transaction management, ensuring effective queue management, workload allocation, prioritization, escalation, and resolution.
• Establish productivity and quality standards across services and use operational data to improve throughput, accuracy, and cost effectiveness.
• Implement robust quality assurance practices, including transaction accuracy, error analysis, root-cause identification, and corrective and preventive actions.
• Own service recovery and escalation management for significant operational issues, ensuring issues are resolved quickly and systemic causes are addressed.

Lead Workforce and Capacity Management

• Own workforce and capacity planning across Global HR Services, balancing demand, skills, productivity, cost, location, and service requirements.
• Establish forecasting disciplines for transaction volumes, workload, seasonal peaks, and major People programs.
• Develop scalable workforce models that enable capacity to flex as business requirements change.
• Ensure operational readiness for major employee lifecycle events, annual programs, organizational changes, acquisitions, policy changes, and new service transitions.

Transform Through AI, Automation and Continuous Improvement

• Champion simplification, automation, AI, and process excellence across HR service delivery.
• Identify opportunities to eliminate manual work, reduce process complexity, improve employee self-service, and increase operational efficiency.
• Partner with People Technology and other teams to improve workflows, systems, integrations, case management, and digital service experiences.
• Apply Lean and continuous improvement practices to improve quality, productivity, scalability, and employee experience.
• Measure the impact of transformation through improvements in automation, service quality, productivity, cost-to-serve, and customer experience.

Strengthen Service Management and Employee Experience

• Establish and manage global service levels, KPIs, operational dashboards, governance routines, and performance reviews.
• Use service data and Voice of the Customer insights to understand employee and manager needs and drive meaningful improvements.
• Build effective service recovery practices and escalation channels.
• Ensure efficiency and scale are achieved while protecting a positive, consistent, and human employee experience.

Own Risk, Controls and Operational Resilience

• Ensure centralized HR services operate in accordance with applicable regulatory, privacy, policy, and company requirements.
• Own operational control frameworks and audit readiness, including SOX-related requirements where applicable, segregation of duties, data integrity, process controls, and remediation.
• Establish strong business continuity and operational resilience capabilities, including contingency planning, critical process coverage, knowledge management, and cross-training.
• Maintain disciplined process and knowledge management, ensuring operating procedures, service playbooks, controls, and documentation remain current and consistently applied.

People Leadership & Talent Development

• Build, lead, and develop a high-performing, globally distributed HR Services team.
• Set clear expectations and accountability, coach and empower leaders, actively manage performance, and build strong talent, succession, and career development pipelines.
• Foster an inclusive, engaged culture where teams are equipped to navigate change, adopt new ways of working, and consistently deliver exceptional service.

What You’ll Bring

• Significant leadership experience in global HR operations, HR shared services, People Operations, Global Business Services, or HR business process outsourcing, ideally within a complex multinational organization.
• Proven experience building, scaling, or transforming a global HR operations or shared services organization.
• Experience leading large, diverse, and geographically distributed operational teams.
• Strong understanding of HR processes across the employee lifecycle and the ability to determine which activities should be centralized, standardized, automated, digitized, or retained locally.
• Demonstrated success leading high-volume HR operations, with accountability for SLAs, transaction accuracy, case management, productivity, service quality, and customer experience.
• Strong experience in workforce management and capacity planning, including demand forecasting, resource optimization, location strategy, and operational readiness.
• Experience leading service transitions and migrations, including knowledge transfer, training, stabilization, and performance management.
• Strong understanding of HR technology, workflow, case management, and operational data within a global environment.
• A track record of delivering measurable improvements through automation, AI, Lean/process excellence, and continuous improvement.
• Strong experience with operational controls, audit requirements, data quality, compliance, risk management, and business continuity.
• Experience within a leading HR outsourcing, professional services, shared services, or GBS environment would be advantageous.
• Proven experience leading and developing large, geographically distributed teams and people leaders, with a strong track record of building high-performing teams, strengthening leadership capability, managing performance, and developing talent and succession pipelines.

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. 

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This posting is a new position within our organization.