Job Summary Contributes to the Lead-to-Cash transformation by representing the needs of Equinix's Customer Support organization within the broader Case Platform. The Product Manager, Customer Support owns the requirements, outcomes, and continuous improvement agenda for capabilities that directly serve assisted support, including skills-based routing, bot and virtual agent design, agent tooling, knowledge management, and omnichannel handoff. This role serves as the primary voice of Customer Support into the Case Platform, partnering closely with the Case Platform PM to ensure agent-facing and operational capabilities reflect real support needs and deliver measurable improvements for agents and customers alike.
ResponsibilitiesRequirements Ownership
- Own the Customer Support requirements backlog into the Case Platform; translate operational pain points into clear, prioritized capability requirements
- Serve as the primary liaison between the Customer Support organization and the Case Platform PM, ensuring support needs are visible and reflected in the broader platform roadmap
Customer Support Strategy and Operations
- Set the strategy for Customer Support as a high-efficiency assisted support channel, identifying and prioritizing improvements across handle time, first contact resolution, transfer rates, and queue performance
- Define how and when customers are directed to assisted support versus self-service channels, in coordination with the Portal Support Center PM
- Stay current on industry trends, competitive benchmarks, and emerging technologies such as AI-assisted agents, voice bots, and real-time agent guidance
Skills-Based Routing
- Define requirements for how inbound contacts are matched to agents based on customer need, product area, language, support tier, and entitlement; ensure entitlement-aware routing for premium tiers
- Partner with the Support organization and Case Platform PM to maintain routing skill taxonomies and drive continuous improvement to reduce misroutes, transfers, and hold times
Incident Management
- Define requirements for incident management capabilities including major incident detection, escalation triggers, agent notification workflows, and priority thresholds
- Coordinate with the Case Platform PM to ensure incident requirements are reflected in case routing, escalation rules, and milestone tracking
Agent Tooling and Experience
- Partner with the Case Platform PM on the agent-facing experience including Service Cloud views, case creation flows, knowledge surfacing, and AI-assisted capabilities such as next-best-action and Einstein Article Recommendations
- Identify friction in the agent desktop and drive requirements that reduce handle time and improve first contact resolution
IVR and Omnichannel Handoff
- Define requirements for the IVR experience including menu structures, deflection flows, and authentication; coordinate with the Portal Support Center PM to ensure customers arrive with context across chat, portal, and voice transitions
PA-PM Partnership
- Partner with the Process Architect on capability discovery at sprint N-2 cadence; participate in cross-pillar PA standards conversations facilitated by Product Operations
Cross-Functional Collaboration and Stakeholder Management
- Maintain effective relationships across the Support organization, Case Platform and Portal Support Center teams, and partner teams including Telephony/CTI, Knowledge, and Identity; partner with the Support organization on operational alignment including workforce management practices
- Manage stakeholder expectations proactively across audiences from frontline agents to senior Support leadership
Performance and Metrics
- Define and track Customer Support KPIs including handle time, first contact resolution, transfer rate, abandon rate, CSAT, and escalation rate from digital channels
- Define acceptance criteria for capabilities delivered through the Case Platform; coordinate operational readiness validation with the Support organization ahead of go-live
What success looks like in year 1
- Customer Support requirements prioritized within the Case Platform roadmap
- Skills-based routing improvements delivered with measurable reduction in misroutes and transfer rates
- Agent desktop friction reduced with measurable improvement in handle time and first contact resolution
- Agent tooling requirements defined and in delivery, with agents reporting improved access to case context, knowledge, and AI-assisted capabilities at point of interaction
- IVR and omnichannel handoff working end-to-end with increased deflection and context passed across channels
- Incident management requirements reflected in case routing, escalation rules, and milestone tracking
- Customer Support performance dashboard in place with agreed KPIs visible to Support leadership
QualificationsRequired qualifications
- 5+ years product management experience in customer support operations or contact center platform roles
- Direct experience with routing logic, IVR design, agent tooling, and incident management in a live support environment
- Experience defining skills-based routing taxonomies and requirements in enterprise platforms
- Strong analytical skills with ability to translate operational data into clear requirements and measurable outcomes
- Experience with PI Planning, Capability/Epic management, and WSJF prioritization
- Strong cross-functional collaboration and stakeholder management skills
Preferred qualifications
- Salesforce Service Cloud, Omni-Channel, or Einstein for Service experience
- Experience with CTI platforms and IVR design (e.g., Genesys, Amazon Connect, Avaya, Cisco)
- Familiarity with workforce management practices and partnering with WFM teams in a support environment
- Background in B2B enterprise customer support with multi-tier SLA structures
- Experience with AI in customer support contexts including agent guidance, voice bots, and sentiment analysis
- SAFe certification
The targeted pay range for this position in the following location is / locations are:
Canada - Toronto Office TRO : 154,000 - 232,000 CAD / Annual
United States - Dallas Infomart Office DAI : 155,000 - 233,000 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.
