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Job Summary

The Senior Manager of Process Architecture for the Fulfillment Domain will lead process redesign and improvement initiatives specifically focused on the fulfillment lifecycle, translating business objectives into optimal process design in collaboration with our product managers and product owners. This hands-on role requires extensive experience in gathering process information from subject matter experts across various business areas related to fulfillment and logistics and translating it into documented process maps to ensure clear communication and alignment. The ideal candidate will be a customer-focused self-starter with exceptional problem-solving skills, proactivity, resourcefulness, and the ability to develop and implement creative process-centric solutions tailored to the fulfillment domain. They will 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 fulfillment processes to improve operational efficiency and scalability, aligning long-term strategies with organizational goals. Utilize structured problem-solving methodologies (Six Sigma, Lean) to diagnose challenges, conduct root cause analysis, and develop sustainable solutions specific to fulfillment and logistics

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

• Create and maintain comprehensive process documentation, including process maps and flowcharts specific to the fulfillment lifecycle, while utilizing advanced modeling to visualize complex processes and their inter-dependencies.

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

Testing Strategy Development

• Develop and execute comprehensive testing strategies for new fulfillment processes and technology implementations, ensuring alignment with business requirements. This includes creating detailed test cases and scenarios that cover all functional areas of the fulfillment process, 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 fulfillment processes and systems

• Develop and lead training initiatives for staff involved in the fulfillment process as needed

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

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

• Facilitate interactive workshops with cross-functional teams to brainstorm, map fulfillment 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 the fulfillment process to evaluate performance. Analyze data to provide insights and recommendations for continuous improvement initiatives in fulfillment operations

Technology Strategy and Integration

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

Contribute to a Culture of Continuous Improvement

• Provide guidance and mentorship to junior process architects and business analysts focused on the fulfillment domain. Foster a culture of continuous improvement and knowledge sharing within the team

Qualifications

• 8+ years leading cross-functional end-to-end process redesign, transformation, and improvement initiatives specifically in the fulfillment domain, with a strong focus on fulfillment systems and technologies

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

• Continuous Improvement Certification - Lean Six Sigma or Lean Practitioner

• Demonstrated ability to translate process improvement opportunities in the fulfillment lifecycle into simple, practical actions that enhance operational efficiency

• Proven experience working with fulfillment systems, ServiceNow, Order Management Systems (OMS), and understanding their integration with other business systems

• Success at leading cross-functional workshops and alignment events that involve key stakeholders from inventory management, procurement, sales, customer service, and IT

• Demonstrated success influencing senior leadership decision-making, facilitating problem-solving, and mediating conflict within the context of fulfillment processes and cross-domain interactions

• Strong understanding of the interdependencies between fulfillment and other domains, such as sales, ordering, and customer service, and the ability to collaborate effectively with these teams

• 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 fulfillment 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

The United States targeted pay range for this position in the following location is / locations are:

• San Francisco, CA / Bay Area: $157,000 to $235,000 per year

• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $150,000 to $224,000 per year

• Colorado, Nevada, Rhode Island: $136,000 to $204,000 per year

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link:

USA Benefits eBook

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.