Manager, HR Services- Global Employee Helpdesk

HR Services leads our global Employee Helpdesk, delivering exceptional HR support to Equinix employees. This role oversees 24/5 operations, ensuring high service standards while enhancing the employee digital experience through online services and AI support. The Manager will build strong relationships within the HR community and requires a solid background in HR operations, training development, quality assurance, and data analysis.

Key Responsibilities:

Team Management & Leadership

• Lead and mentor HR Services team to provide outstanding support through digital and live channels.

• Set clear goals, conduct performance evaluations, and foster a culture of continuous improvement.

• Monitor team performance against metrics and implement improvement plans as needed.

Strategy

• Contribute to Equinix's One HR Strategy, advocating for departmental needs and identifying new operational opportunities.

• Guide employees on HR programs and processes within defined SLAs.

• Implement complex HR programs and leverage data to identify trends and improvement opportunities.

Operational Management

• Establish a high-standard, experience-led culture with transparent metrics and SLAs.

• Ensure business continuity through skill development and adherence to documented processes.

• Lead with Operational Excellence, making data-driven decisions to enhance performance and compliance.

Customer & Partner Engagement

• Build strong relationships across functions to understand service needs and drive improvements.

• Provide expert support for complex HR scenarios and champion collaboration across HR teams.

Vendor Management

• Collaborate with external HR vendors, maintaining partnerships and recommending service improvements.

Continuous Improvement

• Drive process improvements and facilitate workshops to enhance efficiency and quality.

• Stay informed on industry trends and technologies to foster innovation.

Qualifications:

• 10+ years of experience in HR operations with proven leadership in managing HR teams.

• Strong organizational, analytical, and collaboration skills.

• Adaptable and outcome-focused, with a proactive approach to projects.

• Excellent communication and relationship-building abilities.

• Expertise in Operational Excellence and Performance Management.

• Proficient with technology, particularly digital tools and AI initiatives; familiarity with Workday and ServiceNow is 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.