JOB SUMMARY:

As a Customer Operations Supervisor, you will lead a team of Customer Operations Technicians within the IBX (International Business Exchange) data center and act as a subject matter expert across the wider campus. You will ensure the delivery of high-quality, consistent, and responsive customer service. \
This role includes supervising day-to-day operations, coordinating customer installations and service requests, driving continuous improvement in service delivery and operational efficiency, and supporting the training and development of both direct and indirect reports across multiple sites.
The position will directly manage 4 staff, with 3 based at SY6 in Silverwater which is where you will predominantly be based. Providing remote support for our critical facilities engineers in Canberra and Brisbane will also be a key part of the role.

QUALIFICATIONS, KEY SKILLS AND & EXPERIENCE:

• Proven experience in a customer-facing operations role, preferably in a data center or technical environment.
• Strong leadership and team management skills, with excellent communication and problem-solving abilities.
• Familiarity with IT infrastructure, cabling, and data center operations.
• Ability to work in a fast-paced, 24/7 operational environment.

KEY RESPONSIBILITIES:

Team Leadership & Development

• Supervise and mentor a team of Customer Operations Technicians.
• Schedule and allocate resources to meet customer SLAs and operational targets.
• Foster a culture of safety, accountability, and customer focus.
• Manage a small team of direct reports and provide dotted-line leadership to staff at remote sites.

Customer Service & Operations

• Oversee the execution of customer orders, installations, and remote hands services.
• Ensure timely and accurate documentation of service delivery activities.
• Act as an escalation point for customer issues and coordinate resolution.

Process & Quality Management

• Monitor and improve operational workflows and service delivery processes.
• Ensure compliance with Equinix policies, procedures, and industry standards.
• Support audits and quality assurance initiatives.

Collaboration & Communication

• Liaise with internal teams including Engineering, Sales, and Global Support.
• Provide regular updates and reporting to management on team performance and customer satisfaction.
• Participate in cross-functional projects and initiatives.

BENEFITS OF THE ROLE:

• Salary package containing annual bonus and company shares
• Newly created role reporting into Cluster Senior Manager
• Ability to shape the function across the cluster, optimize processes, help develop shape and mentor our onsite engineers
• Access to onsite gyms, EV chargers, ranging company, wellness, financial benefits
  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