Shape the future of customer support at Equinix as a Product Management Lead. Focus on optimizing agent performance and enhancing customer interactions on the Case Platform.
Equinix is looking for a Product Management Lead to focus on Customer Support improvements. You will be instrumental in driving the strategic vision for customer assistance, enhancing operational tools, and ensuring seamless agent and customer experiences. By collaborating with various teams, you will implement key strategies that align with industry trends and technology advancements.
Key Responsibilities:
• Lead the development of the customer support requirements backlog
• Establish strategies for efficient customer interactions across channels
• Define and refine skills-based routing processes
• Manage incident management requirements to ensure effective responses
• Partner with teams to improve agent tools and reduce service friction
Requirements:
• 5+ years of product management in ...