Job SummaryContributes to the delivery of the Lead-to-Cash transformation by ensuring Order Management operational capabilities align with streamlined, end-to-end commercial processes across the customer journey. The Product Manager, Order Management designs, develops, and manages the lifecycle of the Order Management operational product experience - the workflow, status management, and customer-facing order operations that sit on top of the Order Platform. Sets the vision and strategy for Order Management operations, ensuring it is competitively positioned and aligned with the operational needs of CPMs, Service Delivery operations, and customer-facing teams.
ResponsibilitiesProduct Lifecycle Management
- Define, develop, and manage the lifecycle of Order Management operational capabilities from concept through launch to ongoing evolution
- Manage the Order Management roadmap including workflow features, status management capabilities, and operational reporting
Product Strategy, Vision and Roadmap
- Gather, document, design, and test the best possible Order Management operational experience and incorporate the voice of operational customers (CPMs, Service Delivery operations, customer-facing teams) into the roadmap
- Involve engineers, designers, and others to create a shared vision and clear goals for Order Management operations
- Integrate insights from operational pain points and user research to refine the roadmap
Customer and Persona Analysis
- Conduct ongoing analysis of operational customer needs across CPMs, Service Delivery operations, and customer-facing teams
- Understand how Order Management capabilities support customer outcomes - from order capture through delivery
- Translate operational pain points and persona-specific requirements into product capabilities
- Maintain deep familiarity with how Equinix's customers experience the order lifecycle from a Service Delivery operations perspective
PA-PM Partnership
- Partner with the Order Management Process Architect at sprint N-2 cadence on capability discovery and definition-of-ready
- Ensure PA discovery work on Order Management workflows is complete before capabilities enter execution sprints
- Maintain a tight collaboration with the PA on definition-of-done and acceptance criteria
- Participate in cross-pillar PA standards conversations facilitated by Product Operations
Cross Functional Collaboration
- Effectively maintain and utilize relationships with the Order Platform pillar (which owns the underlying platform capabilities)
- Ensure alignment in cross-pillar priorities for Order Management work that requires Order Platform development
- Coordinate with peer sub-pods (Service Delivery operations, Migrations/Terminations) on shared workflow patterns
- Partner with the Service Delivery organization on operational requirements and feedback
Backlog Prioritization
- Create and prioritize the Order Management backlog, working regularly with the team to refine and add detail where needed
- Collaborate closely with the Order Platform pillar's scrum teams (which carry the build capacity) to provide clear direction on epic and user story requirements
- Use SAFe-aligned prioritization (WSJF) and capability/epic/story hierarchy
Product Performance and Metric Tracking
- Use tools and data analytics to draw insights from Order Management workflow usage and inform product improvements
- Track adoption metrics, cycle time improvements, and operational outcomes from Order Management capabilities
- Monitor Salesforce Revenue Cloud Order Management adoption across operational user groups
Test Case Definition and UAT Coordination
- Define test cases and acceptance criteria for Order Management capabilities
- Participate in UAT post enablement team testing, particularly given the cross-pillar build dependency on Order Platform scrum teams
Stakeholder Management
- Manage stakeholder expectations within Service Delivery (Pillar 2) and across the Order Platform pillar that owns build capacity
- Identify and proactively include correct stakeholders and communicate effectively
- Understand the operational customer's needs and build effective relationships with CPMs and Service Delivery operations leaders
- Utilize effective methods of communication with stakeholders, varying approach accordingly
What success looks like in year 1
- Order Management workflow capabilities delivered against PI commitments with measurable operational improvement
- Strong working relationship with the Order Platform pillar on shared roadmap and dependency management
- Clear documentation of Order Management operational scope and integration points with Order Platform
- Effective partnership with operational stakeholders in the Service Delivery organization
- Smooth handoff patterns established between Order Management (operational) and Order Platform (technical) ownership
Qualifications- 5+ years product management experience, with track record in order management or operational product roles
- Demonstrated experience with Salesforce Revenue Cloud and Order Management
- Strong understanding of B2B order operations - order status, modifications, holds, escalations, status reporting
- Customer and persona analysis experience - ability to translate operational needs into product capabilities
- SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization
- Excellent stakeholder management - this role lives at the seam between platform and operations and requires strong collaboration skills
- Comfort working in a sub-pod that shares build capacity with peer pillars
Preferred qualifications
- Salesforce Order Management Specialist certification
- Experience with order operations in telecom, data center, or comparable B2B infrastructure
- Background in operations-led product management
- SAFe certification
- Experience with market, competitive, and customer analysis for product positioning
- Business case development experience for product investment
The targeted pay range for this position in the following location is / locations are:
Canada - Toronto Office TRO : 139,000 - 209,000 CAD / Annual
United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.
The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
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.
Equinix BenefitsAs an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
