Who are we?
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
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
Contributes to the delivery of the Lead-to-Cash transformation by ensuring the operational and structural foundations of the team enable consistent, predictable delivery across four product pillars. The Sr Product Manager, Product Operations is a senior individual contributor reporting directly to the Sr Director, DIO Customer Success. This role owns the team-wide frameworks, governance, intake processes, metrics standards, and operational rituals that allow the four pillars to operate as one team.
Product Operations is an org-wide horizontal function. The Sr PM serves all pillars (Customer Support & Case, Service Delivery, Order Platform, Customer Success) as a peer-level coordinator with no direct reports. This is a high-leverage role for an experienced Product Manager who is energized by horizontal influence rather than direct authority.
Responsibilities
Product Lifecycle Management
- Define, develop, and manage the lifecycle of the team's Product Operations capabilities — from framework concept through adoption to ongoing iteration
- Treat Product Operations itself as a product: identify pain points, design solutions, ship them, measure adoption, iterate
Product Strategy, Vision and Roadmap
- Set the vision for Product Operations as a strategic enabling function across all pillars
- Develop a roadmap for frameworks, governance, and operational rituals that mature alongside the team's transformation work
- Gather input from peer Directors, Pillar PMs, RTE, and the broader team to ensure Product Operations work reflects real team needs
Frameworks, Governance and Intake
- Design and run the BAU intake process across all four product pillars, governing how non-transformation work flows into the team without disturbing LTC delivery
- Build and maintain the team's product practice toolkit — capability templates, definition-of-ready criteria, intake forms, decision logs, RACI documentation
- Standardize metrics and reporting across pillars to enable consistent leadership visibility into team health, capability progress, and BAU volume
- Own cross-cutting capabilities that don't naturally belong to any single pillar
PA-PM Partnership
- Coordinate with Process Architects across all four pillars on shared standards, templates, and process design conventions
- Support the broader PA community through framework alignment, even though PAs report into their respective pillars
- Partner with PMs across pillars on consistent capability definition and acceptance practices
Cross Functional Collaboration
- Effectively maintain and utilize relationships with key stakeholders throughout the team and with cross-functional partners
- Ensure alignment across pillar priorities through governance forums and cross-pillar rituals
- Partner with the RTE on PI Planning ceremonies, ART ceremonies, and SAFe ritual cadence
- Support the borrowed Program Manager on cross-pillar coordination and dependency management
Backlog Prioritization
- Manage the BAU intake backlog and routing decisions, working with Pillar Directors on capacity allocation
- Help peer pillars refine and prioritize backlogs through shared frameworks (WSJF, capability/epic/story hierarchy)
- Collaborate with technology teams to provide clear direction on cross-cutting governance and tooling work
Product Performance and Metric Tracking
- Use tools and data analytics to draw insights from team operational metrics — capability throughput, BAU volume, cycle time, intake patterns
- Build standardized dashboards providing leadership visibility into team operations across pillars
- Drive operational maturity by identifying patterns in metrics and proposing process improvements
Test Case Definition and UAT Coordination
- Define test patterns and acceptance criteria standards used across the team's capabilities
- Participate in UAT for cross-cutting Product Operations work (intake forms, governance tools, frameworks)
Stakeholder Management
- Manage stakeholder expectations across Pillar Directors, PMs, PAs, RTE, Program Manager, and senior leadership
- Identify and proactively include correct stakeholders in cross-pillar conversations and decisions
- Understand stakeholder needs and build effective relationships across a diverse audience
- Utilize effective communication methods, varying approa