Senior Manager Policy,Process & Transformation

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A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

We are seeking a strategic and execution-oriented Senior Manager, Policy, Process & Transformation to lead global process standardization, operational governance, and transformation initiatives across Billing and Collections operations. This role will play a critical part in modernizing operational workflows, identifying opportunities for automation and AI enablement, and driving scalable, globally aligned processes that improve efficiency, controls, and customer experience.

The ideal candidate combines strong process and operational expertise with a transformation mindset, the ability to navigate ambiguity, and a passion for simplifying complex workflows. This leader will partner cross-functionally across Operations, Finance, Product, and Technology teams to identify operational pain points, redesign processes, improve controls, and support the evolution of a more scalable and intelligent operating model.

This role will also lead and develop a team of process owners, helping mature the organization’s process management and continuous improvement capabilities.

Responsibilities

• Lead global process standardization efforts across Billing and Collections operations, driving consistency, scalability, and operational excellence

• Evaluate current operational workflows to identify inefficiencies, manual processes, control gaps, and opportunities for simplification or automation

• Drive transformation initiatives focused on process redesign, workflow optimization, automation, and AI-enabled operational improvements

• Establish governance frameworks, process documentation standards, and operational controls to support a global operating model

• Partner with Operations, Finance, Product, and Technology teams to translate business needs into scalable process solutions

• Build process maps, workflows, and operational insights that support decision-making, prioritization, and continuous improvement initiatives

• Leverage AI and automation tools to improve operational efficiency, reduce manual dependency, and enhance user experience where appropriate

• Support system and operational transformation initiatives, including ERP, case management, workflow, and customer experience improvements

• Develop meaningful operational metrics and insights to measure process effectiveness, adoption, and operational health

• Lead, coach, and develop a team of analysts and process owners, helping build stronger process management and transformation capabilities across the organization

• Foster a culture of curiosity, accountability, adaptability, and continuous improvement

Qualifications

• 8+ years of experience in process transformation, operational excellence, finance operations, shared services, or related areas

• Experience leading global process standardization and transformation initiatives in complex operational environments

• Strong understanding of process improvement methodologies, workflow design, and operational governance

• Experience identifying and implementing automation and/or AI-enabled process improvements

• Ability to quickly assess operational challenges, structure ambiguity, and develop scalable solutions

• Strong cross-functional leadership and stakeholder management skills

• Experience leading and developing teams