JOB SUMMARY

The Support Experience Product Manager (EPM) is responsible for defining and delivering a portal-first support experience for customers through the Unified Customer Portal. This includes self-service support capabilities, case management, and escalations to human-assisted support channels. The Support EPM Ensures seamless integration with internal support systems and drive outcomes around customer satisfaction, issue resolution efficiency, and cost-to-serve reduction.

QUALIFICATIONS

• 8-10+ years in product management, customer support operations, or a related field, with direct experience in support experience design or DRM/ITSM platforms (e.g., Salesforce Service Cloud, ServiceNow)
• Strong understanding of support systems architecture, self-service technologies, and integration between front-end portals and back-end support platforms
• Demonstrated ability to design experiences that balance customer satisfaction with operational efficiency
• Proficient in defining KPIs, interpreting support metrics (e.g., CSAT, first contact resolution, deflection rates), and using data to drive improvements
  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 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.

• Define and maintain the Support Experience strategy and roadmap within the Unified Customer Portal, ensuring alignment with customer needs, service excellence goals, and business objectives
• Map and optimize the end-to-end support journey, identifying key pain points, moments of truth, and opportunities for self-service resolution, case deflection, and improved time-to-resolution
• Prioritize and drive initiatives that increase self-service adoption, empower customers, and reduce dependency on agent-assisted support
• Define and prioritize capability requirements for the support experience, including ticket submission, case tracking, knowledge base access, live chat, and community forums
• Lead the design and delivery of support capabilities within the Customer Portal, ensuring a seamless, intuitive, and scalable user experience
• Partner closely with Global Customer Care and Experience (GCCX), CRM/ITSM platform owners, and Knowledge Management teams to enable robust backend integrations and efficient data flows
• Define and track key success metrics (e.g., case deflection rate, value enhancement, CSAT) to measure and improve the support experience
• Leverage customer insights and data to inform continuous improvements to support capabilities and customer journeys
• Ensure support interactions comply with customer data protection standards, security policies and regulatory requirements