Product Manager, Portal Support Center at Equinix · Toronto

Product Manager, Portal Support Center Location: Toronto 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 Customer Support Portal capabilities align with streamlined, end-to-end customer support experiences across the customer journey. The Product Manager, Portal Support Center designs, develops, and manages the lifecycle of Equinix's customer-facing self-service support experience — Portal Case Experience, Portal Chat, and Get Help. Sets the vision and strategy for self-service support, ensuring it is competitively positioned, customer-centric, and delivering measurable case deflection and customer satisfaction outcomes. Responsibilities Product Lifecycle Management Define, develop, and manage the lifecycle of the Customer Support Portal experience from concept through launch to ongoing evolution Manage the Customer Support Portal roadmap including features, upgrades, and maintenance across Portal Cases, Chat, and Get Help surfaces Self-Service Experience Strategy, Vision and Roadmap Set the vision for self-service customer support — what does it look like for a customer to find help, get answers, and open a case without calling? Gather, document, design, and test the best possible Customer Support Portal experience and incorporate the voice of the customer into the product roadmap Involve UX, engineering, and others to create a shared vision and clear goals for the Portal experience Integrate insights from usability studies, customer feedback, support analytics, and other research to refine the Portal roadmap Drive case deflection strategy — when should customers self-serve via articles, when via chat, when via a case UX Partnership Partner closely with the UX designer on customer-facing experience design — this role lives at the intersection of product and UX Co-create wireframes, prototypes, and design artifacts with UX; ensure design decisions are grounded in customer research and validated through usability testing Champion experience quality — push back on shortcuts that compromise the customer experience, even under delivery pressure Ensure design consistency across Portal, Chat, and Get Help surfaces Portal, Chat, and Get Help Capability Ownership Own the Portal Cases experience — case creation, case status visibility, case updates, and customer interaction with their support cases Own the Chat experience — whether AI-powered, agent-routed, or hybrid; ensure customers can get to a chat resolution path that matches their need Own the Get Help discovery flow — help articles, smart routing, intent detection, and the customer journey from "I have a question" to "I have an answer or a case" Coordinate with the Case Platform PM on the integration between portal-created cases and downstream Case Platform routing, AgentForce surfaces, and skills-based routing PA-PM Partnership Partner with the Process Architect (or equivalent process resource on the Customer Support Portal sub-pod) on capability discovery and definition-of-ready at sprint N-2 cadence For process flows that span portal and case management, coordinate with the Case Platform PA Participate in cross-pillar PA standards conversations facilitated by Product Operations Cross Functional Collaboration Effectively maintain and utilize relationships with key stakeholders — the customer-facing Customer Support organization, the Case Platform sub-pod, the Call Center sub-pod and partner teams (Portal infrastructure, Identity, Knowledge) Ensure alignment in cross-functional priorities across the four pillars on customer self-service experiences Coordinate with Case Platform sub-pod on case-creation flows from Portal, Chat, and Get Help Coordinate with Call Center sub-pod on omnichannel handoff scenarios (e.g., chat-to-voice, portal-to-voice) Backlog Prioritization Create and prioritize the Portal Support Center backlog, working regularly with the team to refine and add detail where needed Collaborate closely with technology teams to provide clear direction on Agile product backlog, epic, and user story requirements, and feature delivery Use SAFe-aligned prioritization (WSJF) and capability/epic/story hierarchy Product Performance and Metric Tracking Use tools and data analytics to draw insights from Portal usage and inform product improvements Track customer-facing metrics: case deflection rate, self-service success rate, time-to-resolution for self-served customers, case creation volume by channel, customer satisfaction (CSAT) on portal interactions Monitor cross-channel patterns — when do customers escalate from portal to chat to phone? Use this insight to refine the self-service experience Test Case Definition and UAT Coordination Define test cases and acceptance criteria for Portal Support Center capabilities, with strong emphasis on usability acceptance Participate in UAT post enablement team testing for portal features, chat experiences, and Get Help flows Coordinate usability testing with UX and customer research partners ahead of major releases Stakeholder Management Manage stakeholder expectations across the customer-facing Customer Support organization, peer sub-pods, and partner teams Identify and proactively include correct stakeholders and communicate effectively Understand stakeholder needs and build effective relationships across diverse audiences — from customers to support agents to internal product peers Utilize effective methods of communication with stakeholders, varying approach accordingly What success looks like in year 1 Portal Cases experience delivered with measurable improvement in case creation flow (reduced time-to-create, improved customer rating) Chat experience launched or improved with measurable engagement and resolution metrics Get Help discovery flow reducing case-creation friction and improving self-service success rates Strong UX partnership established with Katherine; design quality consistently high across portal surfaces Effective integration with Case Platform sub-pod for cases created via portal, chat, and Get Help Customer-facing metrics dashboard providing visibility into self-service performance Qualifications 5+ years product management experience, with demonstrated track record managing customer-facing self-service support products — customer support portals, help centers, chat experiences, or comparable digital support surfaces Direct experience with portal support hubs — building and running customer-facing portals where users find help, manage cases, and self-serve Strong UX-led product practice — comfort with usability research, prototyping, design partnership, and customer-centric experience design Experience with self-service / case deflection metrics and product strategies for reducing inbound case volume through better self-service Understanding of help center and knowledge management product practices — article surfacing, search, intent detection SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization Strong cross-functional collaboration skills — this role lives at the intersection of customer-facing experience and back-end case management, requiring close partnership across teams Excellent customer empathy — ability to advocate for the customer experience inside an enterprise product organization Preferred qualifications Salesforce Experience Cloud, Service Cloud, or AgentForce experience Experience with AI in customer self-service contexts — chatbot design, virtual agents, AI-suggested articles, intent detection Background in B2B enterprise customer support or self-service product roles Experience with chatbot or virtual agent product management Knowledge management or help center platform experience SAFe certification Experience with market, competitive, and customer analysis for product positioning Business case development experience for platform investments The targeted pay range for this position in the following location is / locations are: Canada - Toronto Office TRO : 139,000 - 209,000 CAD / Annual United States - Dallas Infomart Office DAI : 136,000 - 204,000 USD / Annual Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position. Equinix Benefits As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work. Employee Assistance Program: An Employee Assistance program is available to all employees. US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - 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. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - 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. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion. 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. We use artificial intelligence in our hiring process. Learn more here. This posting is a new position within our organization. Additional Locations: Dallas Infomart Office DAI