Senior Manager, Process Governance

customer experiences. In this role, you shape global workflows, ensure operational excellence, and lead governance of our Knowledge Base while working closely with QA, GTM, Product, and Continuous Improvement teams.

You partner closely with Product to influence design decisions, reduce customer friction, and improve key KPIs such as CSAT, case volume, escalations, product defects, and MTTR. By using AI driven insights, automation opportunities, and intelligent analytics, you elevate process efficiency and knowledge quality across the organization.

This role reports to the Senior Director of Customer Support Operations, based in Warsaw, Poland.

Responsibilities
Process Governance

• Build and Own the end‑to‑end lifecycle of selected Customer Support processes, from design to rollout and continuous optimization

• Define and maintain process standards, operating procedures (SOPs), workflows, and governance frameworks

• Develop process KPIs and monitoring tools tied to CSAT, case volume, escalations, product defects, and MTTR; ensure teams meet critical‑to‑quality standards

• Leverage Tiered Support feedback, QA insights, data intelligence, and AI‑powered analytics to simplify and optimize processes, prioritizing self‑serve and support‑less experiences

• Identify product‑related gaps and cross‑functional drivers; influence process and product design through continuous improvement and AI‑enabled root‑cause analysis

• Run data analyses and apply methodologies such as Lean and Six Sigma to drive customer‑journey improvements and reduce operational friction

• Coach and lead a team of customer support process analysts/owners to apply consistent methodologies and governance standards across all workflows, including AI‑supported process automation

• Collaborate with Product and Engineering to shape capabilities that reduce customer friction, lower support volumes, and improve experience through intelligent automation and predictive insights

Knowledge Management (KM)

• Serve as the primary point of contact for Knowledge Base governance (KBAs, workflows, taxonomy)

• Govern KCS practices in collaboration with QA, Tiered Support, GTM, and Product teams

• Maintain knowledge‑related SOPs, ensuring accuracy, findability, and usefulness, including AI‑assisted content generation and quality checks

• Drive adoption, quality, and usage of knowledge assets across support functions, utilizing AI to improve relevance and search performance

Cross‑Functional Alignment

• Coordinate with GTM, Product, and Engineering on process requirements and operational readiness for new features and releases

• Represent Customer Support in company‑wide efforts influencing product design and support processes

• Partner with Continuous Improvement to prioritize high‑impact enhancements based on KPI trends and AI‑derived insights

• Collaborate with Support Tier leaders to ensure global consistency while enabling needed localization and exceptions

Change Management

• Manage changes to operational processes and ensure smooth adoption across frontline teams

• Deliver communications, documentation, and training for process updates and releases, including AI‑enabled learning tools

• Measure the impact of procedural changes on performance, quality, and customer outcomes, use AI‑based performance diagnostics where applicable

Qualifications

• Process Optimization, KnowledgeMinimum 6 years of experience in Process Governance

• Management, Support Operations, or related fields

• Experience with process improvement methodologies (e.g., Lean, Six Sigma) and a strong track record of standardization and optimization

• Strong background in process design, documentation, and governance practices

• Experience operating within KCS or similar knowledge frameworks

• Ability to manage cross‑functional programs and influence without authority

• Experience with Salesforce Service Cloud is an advantage

• Excellent written communication, problem‑solving, and analytical skills, including use of AI‑driven tools for process diagnostics and knowledge optimization

This posting is a new position within our organization.

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 131,000 - 181,000 CAD / 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.
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.

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