Own the Customer Support requirements backlog into the Case Platform; translate operational pain points into clear, prioritized capability requirements.
Serve as the primary liaison between the Customer Support organization and the Case Platform PM, ensuring support needs are visible and reflected in the broader platform roadmap.
Set the strategy for Customer Support as a high-efficiency assisted support channel, identifying and prioritizing improvements across handle time, first contact resolution, transfer rates, and queue performance.
Define requirements for incident management capabilities including major incident detection, escalation triggers, agent notification workflows, and priority thresholds.
Partner with the Case Platform PM on the agent-facing experience including Service Cloud views, case creation flows, knowledge surfacing, and AI-assisted capabilities such as next-best-action and Einstein Article Recommendations.

5+ years product management experience in customer support operations or contact center platform roles.
Direct experience with routing logic, IVR design, agent tooling, and incident management in a live support environment.
Experience defining skills-based routing taxonomies and requirements in enterprise platforms.
Strong analytical skills with ability to translate operational data into clear requirements and measurable outcomes.
Experience with PI Planning, Capability/Epic management, and WSJF prioritization.
Strong cross-functional collaboration and stakeholder management skills.
Preferred qualifications: Salesforce Service Cloud, Omni-Channel, or Einstein for Service experience.
Experience with CTI platforms and IVR design (e.g., Genesys, Amazon Connect, Avaya, Cisco).
Familiarity with workforce management practices and partnering with WFM teams in a support environment.
Background in B2B enterprise customer support with multi-tier SLA structures.
Experience with AI in customer support contexts including agent guidance, voice bots, and sentiment analysis.
SAFe certification.

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.
Employee Assistance Program: An Employee Assistance program is available to all employees.
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.

Senior Product Manager, Customer Support

Key skills