Regional Escalation Manager

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

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

• 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