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Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
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Job Summary
You'll help us resolve some of our customers' most challenging issues! This is an opportunity to join one of the most challenging, highly visible, and exciting roles within Equinix in the Global Customer Care and Experience (GCCX) team.
Frequently tasked with solving complex employee and customer elevated issues through innovative thinking, the Global Head of Escalation Management is hiring an Escalation Manager for the Asia-Pacific Region.The Escalation Management team serves as critical connective tissue between Equinix customers, sales, operations, networks, finance, product, and engineering. As such, the team is responsible for clear and timely delivery of actionable information to customers and internal leaders.
The Escalations Manager must be comfortable at prioritizing competing priorities, and working in a fast-paced, ambiguous environment. An ideal candidate is highly collaborative, customer-obsessed, and thrives in a culture of accountability. They must be able to synthesize details while remaining focused on the big picture. This is a high visibility role that will partner with leaders and employees of all levels within Equinix, and an ideal candidate will need to build strong relationships across multiple stakeholder teams and within GCCX.
Responsibilities
Build strong partnerships and works closely and collaboratively with cross-functional teams to manage complex customer escalations
Prepare and deliver postmortem reviews of escalation lessons learned that identify and gather themes, find new ways of resolving challenges, and meeting customers’ needs to drive results and initiatives through influence
Lead escalations by exuding calm confidence and approaching crisis situations with an unbiased approach when identifying and recommending solutions
Deliver presentations to communicate findings clearly and effectively to stakeholders and executive leadership highlighting risks, issues and improvement recommendations
Qualifications
8+ years relevant experience in customer-facing support roles with experience in escalation management
Creative, forward-thinking, problem-solving, critical thinker, and solutions-oriented mindset with the ability to deeply understand the impacts to customers
Strong negotiation and objection handling skills
Communication and presentation experience with the ability to effectively communicate multi-functionally with external customers or partners
Collaborative and creative thinker with exceptional attention to detail and highly organized
Able to help the team to prioritize complex deliverables, understand and discuss the concepts, manage trade-offs
Excellent conflict resolution, active listening, and time management skills
Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
Previous experience supporting support organizations and IT/Data Center companies a plus
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 this 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.
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