Senior Product Manager

Product Owner

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life, and planet. A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective. Help us challenge assumptions, uncover bias, and remove barriersbecause progress starts with fresh ideas. You'll find belonging, purpose, and a team that welcomes youbecause when you feel valued, you're empowered to do your best work.

Job Summary

The Product Owner will drive the development and enhancement of our support and call center platform, focusing on delivering exceptional support experiences through optimized telephony systems and service management tools. This role will own the product backlog and work closely with engineering, support operations, and business stakeholders to build solutions that improve first call resolution, reduce handle times, and enhance overall customer satisfaction.

In this role, you will translate support center strategy into actionable product requirements, prioritize features that drive operational efficiency and service quality, and ensure seamless integration with existing support tools and workflows. You will be responsible for maximizing the value delivered through our support technology stack, with particular emphasis on leveraging Salesforce Service Cloud and call center telephony platforms to drive support outcomes.

Responsibilities

• Own and manage the support and call center platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with support objectives and business goals.
• Partner closely with Support Managers, Call Center Operations, Quality Assurance, and leadership to understand support workflow challenges and translate them into product solutions.
• Drive the implementation and optimization of support tools, particularly Salesforce Service Cloud and call center telephony systems, ensuring maximum adoption and value realization across the organization.
• Collaborate with engineering teams to define technical requirements for omnichannel routing, IVR systems, CTI integrations, workforce management, and automated case deflection workflows.
• Design and implement support metrics and dashboards that provide actionable insights into call volume trends, agent performance, customer satisfaction, and operational efficiency.
• Conduct user research and gather feedback from support agents and supervisors to continuously improve platform usability and effectiveness.
• Work cross-functionally with Customer Success, Sales, and Product teams to ensure seamless customer data flow and consistent support experience across all touchpoints.
• Define and track key performance indicators (KPIs) such as average handle time, first call resolution, CSAT scores, service level agreements, and platform adoption metrics.
• Stay current with contact center best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement.
• Support change management initiatives to drive adoption of new support processes and tools across the organization.

Qualifications

Preferred Qualifications

The targeted pay range for this position in the following location is :

United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual

Canada - Toronto Office TRO : 131,000 - 181,000 CAD / 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 Benefits

As 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.

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.