Global Operations Academy, Domain Expert – Customer Operations

JR-133790
Toronto
Warsaw
Singapore
Frisco

Business Analysis and Operations Support
Full time

Global Operations Academy, Domain Expert – Customer Operations

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 80 quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

The Global Operations Academy, Domain Expert – Customer Operations will play a pivotal role within the newly formed Global Operations Academy (GOA). The successful candidate will be responsible for validating the design, development and oversight of the training programs for our data center operations team worldwide. They will deeply understand data center operations and be a subject matter expert in Field Operations practices and daily processes.

The Global Operations Academy, Domain Expert – Customer Operations will act as the 'Product Owner’ for the training and development curriculum within their area of responsibility.

In this role, the Global Operations Academy, Domain Expert – Customer Operations must collaborate with cross-functional teams to identify training needs and develop solutions that meet those needs. They will define, design, and verify training programs for our global data center operations teams, specifying a standard approach for how we build future IBX Customer Operations staff. They will oversee the training development plan from onboarding through intermediate and advanced proficiency. In this role, they will drive the training consistency required in all learning products and drive global uniformity for Field Operations by evaluating outcomes, and ensuring adoption.

This agile, flexible, service-oriented person must be knowledgeable in many aspects of Equinix Field Operations: processes, policies, procedures, workflows, technical architectures, safety practices, tools, and systems used by our operations workforce globally. The expert must work closely with AMER, APAC, and EMEA regional SMEs to develop globally consistent training and development plans. They must be able to work through differences in current processes to establish new global standards. Together with the Ops Academy learning experts, this person will drive world-class content and development for field staff — from new hire onboarding to advanced technicians and engineers.

Responsibilities

• Act as the internal domain expert of training and development for IBX Customer Operations
• Operate as the global product owner — prioritizing development and managing training delivery to field operations
• Be the liaison between the training and operations teams to ensure alignment and continuity of training efforts
• Lead working sessions domain IBX Customer Operations working groups across IBXs and regional leaders
• Ensure the quality of deliverables to ensure rigorous development pathways for new-to-career and existing employees
• Evaluate available training content for inclusion in the curriculum, including existing training materials, 3rd party content providers, internet-based, etc.
• Identify common workflows, tasks, and experiences to streamline the training experience
• Collaborate with the learning Academy development experts to create lean and scalable learning pathways
• Set expectations with project teams for deadlines and content development (scripts, content production, video, logistics, etc.)
• Assist in identifying training gaps and needs to drive standard global practices and processes (regional/local when necessary)

Product Ownership

• Prioritize training development to maximize value and effectiveness
• Develop the strategy for delivery of the global training programs – remote, virtual, and in-person
• Monitor and evaluate the effectiveness of training programs and make recommendations for improvement
• Ensure customer satisfaction
• Define measurements (KPIs) and performance targets for assessing learning activities
• Help establish benchmarks to ensure continual improvement of training deliverables

Thought Leadership and Strategy

• Create a multi-quarter roadmap – including regular updates to executive stakeholders
• Drive requirements gathering, project strategy blueprints, design, and solution definitions
• Stay current on industry trends and best practices to ensure training programs remain relevant and effective
• Act as a subject matter expert on data center operations and guide teams on industry trends and best practices
• Evaluate opportunities to increase the velocity of development

Qualifications

• Minimum of 8-10 years experience in data center operations, with some experience in training and development
• Bachelor’s degree in a related field or equivalent experience (e.g., industry, military, or relevant training and certifications)
• Experience designing and delivering training programs for data center operations teams
• Strong communication and presentation skills
• Ability to work effectively with cross-functional teams
• Ability to travel globally
• Industry or Data Center Operations certifications are a plus

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to [email protected]. Please provide your contact information and let us know how we can assist you.

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Equinix is the world’s digital infrastructure company, operating 210 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and...