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Job Summary

The Senior Manager of Process Architecture for the Service Delivery Support will lead process redesign and improvement initiatives specifically tailored to enhance service delivery support teams. This role involves translating business objectives into optimal process designs in collaboration with product managers, product owners, and service delivery teams. The ideal candidate will possess extensive experience in gathering process information from subject matter experts across various business areas and translating it into documented process maps to ensure clear communication and alignment. A customer-focused self-starter with exceptional problem-solving skills, proactivity, resourcefulness, and the ability to develop and implement creative process-centric solutions is essential. The candidate should also have a proven track record of collaborating with cross-functional teams and driving the adoption of new processes to achieve desired outcomes.

This role will report into one of several Experience Product Managers.

Responsibilities

Process Design and Optimization

• Lead the design and re-engineering of service delivery processes to improve operational efficiency and scalability, aligning long-term strategies with organizational goals. Utilize structured problem-solving methodologies (e.g., Six Sigma, Lean) to diagnose challenges conduct root cause analysis, and develop sustainable solutions specific to service delivery

• Gather and analyze employee and customer feedback through surveys and interviews to identify pain points and preferences in service delivery, translating insights into process improvements that enhance employee and customer satisfaction and loyalty

• Create and maintain comprehensive process documentation, including process maps and flowcharts, while utilizing advanced modeling techniques to visualize complex service delivery processes and their interdependencies

• Ensure compliance with regulations and industry standards relevant to service delivery, identifying risks associated with process changes and developing effective risk mitigation strategies

Testing Strategy Development

• Develop and execute comprehensive testing strategies for new service delivery processes and technology implementations, ensuring alignment with business requirements. This includes creating detailed test cases and scenarios that cover all functional areas, leading functional, integration, and user acceptance testing (UAT), and analyzing results to provide actionable feedback to stakeholders for necessary adjustments

Change Management and Facilitation

• Implement effective change management strategies for new service delivery processes and systems

• Develop and lead training initiatives for service support teams as needed

• Identify and address risks that hinder the adoption of new service delivery processes

• Collaborate with senior leadership and stakeholders to define business needs, process requirements, and build consensus on strategic initiatives related to service delivery support teams

• Facilitate interactive workshops with cross-functional teams to brainstorm, map service delivery processes, and identify improvement opportunities, ensuring stakeholder alignment on objectives and outcomes

Performance / Risk Metrics and Reporting

• Establish and monitor key performance indicators (KPIs) specific to service delivery processes to evaluate performance. Analyze data to provide insights and recommendations for continuous improvement initiatives

Technology Strategy and Integration

• Collaborate with IT and digital transformation teams to identify and implement innovative technology solutions that enhance service delivery process efficiency. Ensure technology investments align with business objectives and deliver measurable value to service delivery operations

Contribute to a Culture of Continuous Improvement

• Provide guidance and mentorship to junior process architects and business analysts within the service delivery support team. Foster a culture of continuous improvement and knowledge sharing within the team

Qualifications

• 8+ years leading cross-functional end-to-end process, transformation, and improvement initiatives specifically in service delivery or related fields, with a strong focus on customer care and support operations

• Bachelor’s degree in related field, such as Business Administration, Operations Management, or a relevant discipline

• Continuous Improvement Certification - Lean Six Sigma or Lean Practitioner preferable, with a focus on service delivery and customer support processes

• Proven experience in developing and optimizing customer care processes, including service request fulfillment, problem management, and change management, to enhance customer satisfaction and loyalty

• Demonstrated ability to translate process improvement opportunities in customer support and service delivery into simple, practical actions that enhance operational efficiency and customer experience

• Experience in customer project management, including planning, execution, and monitoring of customer-related projects to ensure timely delivery and alignment with customer expectations

• Success at leading cross-functional workshops and alignment events focused on customer care and support processes, ensuring stakeholder engagement and collaboration

• Familiarity with customer support tools and systems, such as ServiceNow, Zendesk, or similar platforms, and understanding their integration with other business systems to streamline customer interactions

• Demonstrated success influencing senior leadership decision-making, facilitating problem-solving, and mediating conflict within the context of customer support and service delivery operations

• Strong understanding of key performance indicators (KPIs) relevant to customer care and support operations, with the ability to establish metrics that drive continuous improvement and enhance customer satisfaction

• Proven track record of managing customer relationships effectively, ensuring that customer needs are met and expectations are exceeded throughout the service delivery lifecycle

• Demonstrated ability to take ownership of work, work autonomously with minimal oversight, and be proactive with communications and task prioritization

• Strong business acumen and analytical skills, with the ability to use data to drive insights and action specific to customer support processes and their impact on overall business performance

• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders across various functions and levels within the organization, particularly in customer-facing roles

• Experience in developing training materials and conducting training sessions for customer support staff to ensure effective adoption of new processes, tools, and best practices in customer care

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.