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Job Summary

This role is the strategic business partner to the SVP, Global Customer Care & Experience and their Leadership Team, aligning operational initiatives with revenue objectives and ensuring that customer care strategies effectively support overall business growth. They leverage data analytics and performance metrics to identify trends and opportunities within customer interactions, providing actionable plans that enhance service delivery and drive revenue optimization. They lead initiatives to streamline customer care processes and enhance operational efficiency, collaborating with cross-functional teams to implement best practices that improve customer satisfaction and contribute to revenue enhancement.​

Responsibilities

Strategic Business Partnership

• Act as a trusted advisor to senior leadership within the GCCX team, providing insights and recommendations to optimize performance and drive revenue growth

• Partner with the TP&I organization on the creation and maintenance of the strategy, differentiated across customer segments, for resource allocation, coverage planning, incentive planning and forecasting

• Translate that strategy into an operational plan

Data Analysis and Reporting

• Utilize data analytics to monitor customer care performance metrics, identifying and opportunities for improvement that directly impact revenue

• Ensure that the RevOps and EDNA teams develop and present comprehensive reports and dashboards to stakeholders, translating complex data into actionable insights. Provide guidance to RevOps and EDNA reporting functions on prioritizing business metrics

Process Improvement and Efficiency

• Lead initiatives to streamline customer care processes, ensuring operational efficiency and effectiveness in service delivery

• Collaborate with cross-functional teams, including Sales, Marketing, RevOps and IT, to implement best practices and innovative solutions that enhance the customer experience and support revenue generation

Performance Management

• Establish, evolve and monitor key performance indicators (KPIs) for customer care operations, monitoring progress and implementing corrective actions as needed to achieve revenue targets

• Foster a culture of accountability and continuous improvement within the Customer Care Organization

Training and Development

• Identify training needs and partner with GTM Enablement team on their development of programs to enhance the skills and capabilities of customer care staff, ensuring alignment with revenue and customer service excellence

Customer Experience Advocacy

• Champion the voice of the customer within the CRO & RevOps organization, ensuring that customer feedback informs operational strategies and initiatives

• Collaborate with product, marketing and other Revenue Operations teams to enhance the overall customer journey and experience

Team Collaboration and Development

• Mentor and develop colleagues, fostering a culture of excellence, accountability, and continuous improvement

• Identify training and development needs across GTM to enhance team capabilities and ensure alignment with strategic goals

Qualifications

• Solid experience in customer care operations or business partnership roles, preferably in a global context

• Strong strategic thinking and problem-solving skills, with a proven ability to drive operational improvements and enhance customer experience

• Exceptional leadership and interpersonal skills, with the ability to influence and engage stakeholders at all levels

• Proven experience in managing large-scale projects and cross-functional initiatives.

• Strong analytical skills, with proficiency in data analysis performance metrics

• Experience with customer care technologies and CRM systems; familiarity with emerging trends in customer service is a plus

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

• •Lean/six sigma or other programmatic process optimization skills

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.