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
The Senior Manager of Process Governance is the driving force behind how Customer Support operates at scale, designing, standardizing, and continuously improving the core processes and knowledge that power exceptional customer experiences. In this role, you shape global workflows, ensure operational excellence, and lead governance of our Knowledge Base while working closely with QA, GTM, Product, and Continuous Improvement teams.
You partner closely with Product to influence design decisions, reduce customer friction, and improve key KPIs such as CSAT, case volume, escalations, product defects, and MTTR. By using AI driven insights, automation opportunities, and intelligent analytics, you elevate process efficiency and knowledge quality across the organization.
This role reports to the Senior Director of Customer Support Operations, based in Warsaw, Poland.
Responsibilities
Process Governance
Build and Own the end‑to‑end lifecycle of selected Customer Support processes, from design to rollout and continuous optimization
Define and maintain process standards, operating procedures (SOPs), workflows, and governance frameworks
Develop process KPIs and monitoring tools tied to CSAT, case volume, escalations, product defects, and MTTR; ensure teams meet critical‑to‑quality standards
Leverage Tiered Support feedback, QA insights, data intelligence, and AI‑powered analytics to simplify and optimize processes, prioritizing self‑serve and support‑less experiences
Identify product‑related gaps and cross‑functional drivers; influence process and product design through continuous improvement and AI‑enabled root‑cause analysis
Run data analyses and apply methodologies such as Lean and Six Sigma to drive customer‑journey improvements and reduce operational friction
Coach and lead a team of customer support process analysts/owners to apply consistent methodologies and governance standards across all workflows, including AI‑supported process automation
Collaborate with Product and Engineering to shape capabilities that reduce customer friction, lower support volumes, and improve experience through intelligent automation and predictive insights
Knowledge Management (KM)
Serve as the primary point of contact for Knowledge Base governance (KBAs, workflows, taxonomy)
Govern KCS practices in collaboration with QA, Tiered Support, GTM, and Product teams
Maintain knowledge‑related SOPs, ensuring accuracy, findability, and usefulness, including AI‑assisted content generation and quality checks
Drive adoption, quality, and usage of knowledge assets across support functions, utilizing AI to improve relevance and search performance
Cross‑Functional Alignment
Coordinate with GTM, Product, and Engineering on process requirements and operational readiness for new features and releases
Represent Customer Support in company‑wide efforts influencing product design and support processes
Partner with Continuous Improvement to prioritize high‑impact enhancements based on KPI trends and AI‑derived insights
Collaborate with Support Tier leaders to ensure global consistency while enabling needed localization and exceptions
Change Management
Manage changes to operational processes and ensure smooth adoption across frontline teams
Deliver communications, documentation, and training for process updates and releases, including AI‑enabled learning tools
Measure the impact of procedural changes on performance, quality, and customer outcomes, use AI‑based performance diagnostics where applicable
Qualifications
Process…
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