Director, People Services

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 The Global People Services Advisory Leader i s accountable for the strategic leadership, operational excellence, and continuous evolution of the global People Services advisory team. Leading a distributed team of (13+) People Services Advisors, the role ensures employees, managers, alumni, and People partners receive timely, accurate, and human-centred support for people matters that require judgement beyond self-service or AI-enabled solutions. Operating at the core of the People Experience model, the role balances service delivery, risk management, and employee experience at scale. It sets clear standards for advisory quality, triage, and escalation, ensuring consistent outcomes across regions while respecting local legal, cultural, and regulatory requirements and upskilling people managers. Beyond day-to-day operations, the Global People Services Advisory Leader plays a critical role in partnering with the Global People Advisory & ER leader in shaping a modern, digital-first People function -leveraging insight, knowledge management, and AI enablement to reduce friction, prevent avoidable issues, and strengthen trust in People services globally. Responsibilities Team Leadership & Capability Building - Lead, develop, and performance-manage a global team of People Services Advisors, embedding strong judgement, consistent decision-making, and a high-service, advisory mindset. Align advisory support, triage, and knowledge management with customer demand & People Experience objectives Service Delivery & Quality Assurance - Set and monitor service standards, case quality, and response outcomes, ensuring accurate, timely, and empathetic resolution of people queries Knowledge Management & AI Enablement - Monitor and drive the creation and continuous improvement of people knowledge content that strengthens self-service, improves AI agent effectiveness, and reduces avoidable human intervention Data, Insight & Continuous Improvement - Use service data, trends, and employee feedback to identify systemic issues, inform policy or process improvements, team development opportunities, and coaching for people managers in service to upskilling people managers and enhancing the global People Experience Operational Excellence & Process Improvement: Oversee consistent application of processes and standards across people advisory products & services. Leverage data and feedback loops to identify inefficiencies and continuously improve services Act as a Senior escalating point for the team, assisting in resolving matters alongside coaching team members on future similar matters As the Business SME for People Advisory, partners with our product and UX designers and Technology partners to cultivate and evolve the People Advisory products and services and continue to develop our self-service channels to deflect cases from the team Qualifications Bachelors degree or equivalent Proven years of experience in progressive HR and ER related roles and team leadership People Services & Advisory Knowledge - Strong understanding of global People Services and advisory models, including triage, escalation, knowledge management, and the interaction between human support, self-service, and AI-enabled solutions Global & Cultural Acumen - Proven capability operating across multiple regions, balancing global consistency with loc