Director, GCCX Business Partnering

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Job Summary

This role is the strategic business partner to the SVP, Global Customer Care & Experience and their Leadership Team, aligning operational initiatives with revenue objectives and ensuring that customer care strategies effectively support overall business growth. They leverage data analytics and performance metrics to identify trends and opportunities within customer interactions, providing actionable plans that enhance service delivery and drive revenue optimization. They lead initiatives to streamline customer care processes and enhance operational efficiency, collaborating with cross-functional teams to implement best practices that improve customer satisfaction and contribute to revenue enhancement.​

Responsibilities

Strategic Business Partnership

• Act as a trusted advisor to senior leadership within the GCCX team, providing insights and recommendations to optimize performance and drive revenue growth

• Partner with the TP&I organization on the creation and maintenance of the strategy, differentiated across customer segments, for resource allocation, coverage planning, incentive planning and forecasting

• Translate that strategy into an operational plan

Data Analysis and Reporting

• Utilize data analytics to monitor customer care performance metrics, identifying and opportunities for improvement that directly impact revenue

• Ensure that the RevOps and EDNA teams develop and present comprehensive reports and dashboards to stakeholders, translating complex data into actionable insights. Provide guidance to RevOps and EDNA reporting functions on prioritizing business metrics

Process Improvement and Efficiency

• Lead initiatives to streamline customer care processes, ensuring operational efficiency and effectiveness in service delivery

• Collaborate with cross-functional teams, including Sales, Marketing, RevOps and IT, to implement best practices and innovative solutions that enhance the customer experience and support revenue generation

Performance Management

• Establish, evolve and monitor key performance indicators (KPIs) for customer care operations, monitoring progress and implementing corrective actions as needed to achieve revenue targets

• Foster a culture of accountability and continuous improvement within the Customer Care Organization

Training and Development

• Identify training needs and partner with GTM Enablement team on their development of programs to enhance the skills and capabilities of customer care staff, ensuring alignment with revenue and customer service excellence

Customer Experience Advocacy

• Champion the voice of the customer within the CRO & RevOps organization, ensuring that customer feedback informs operational strategies and initiatives

• Collaborate with product, marketing and other Revenue Operations teams to enhance the overall customer journey and experience

Team Collaboration and Development

• Mentor and develop colleagues, fostering a culture of excellence, accou