Product Manager, Portal Support Center

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 Contributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Support Portal capabilities align with streamlined, end-to-end customer support experiences across the customer journey. The Product Manager, Portal Support Center designs, develops, and manages the lifecycle of Equinix's customer-facing self-service support experience - Portal Case Experience, Portal Chat, and Get Help. Sets the vision and strategy for self-service support, ensuring it is competitively positioned, customer-centric, and delivering measurable case deflection and customer satisfaction outcomes. Responsibilities Product Lifecycle Management Define, develop, and manage the lifecycle of the Customer Support Portal experience from concept through launch to ongoing evolution Manage the Customer Support Portal roadmap including features, upgrades, and maintenance across Portal Cases, Chat, and Get Help surfaces Self-Service Experience Strategy, Vision and Roadmap Set the vision for self-service customer support - what does it look like for a customer to find help, get answers, and open a case without calling? Gather, document, design, and test the best possible Customer Support Portal experience and incorporate the voice of the customer into the product roadmap Involve UX, engineering, and others to create a shared vision and clear goals for the Portal experience Integrate insights from usability studies, customer feedback, support analytics, and other research to refine the Portal roadmap Drive case deflection strategy - when should customers self-serve via articles, when via chat, when via a case UX Partnership Partner closely with the UX designer on customer-facing experience design - this role lives at the intersection of product and UX Co-create wireframes, prototypes, and design artifacts with UX; ensure design decisions are grounded in customer research and validated through usability testing Champion experience quality - push back on shortcuts that compromise the customer experience, even under delivery pressure Ensure design consistency across Portal, Chat, and Get Help surfaces Portal, Chat, and Get Help Capability Ownership Own the Portal Cases experience - case creation, case status visibility, case updates, and customer interaction with their support cases Own the Chat experience - whether AI-powered, agent-routed, or hybrid; ensure customers can get to a chat resolution path that matches their need Own the Get Help discovery flow - help articles, smart routing, intent detection, and the customer journey from "I have a question" to "I have an answer or a case" Coordinate with the Case Platform PM on the integration between portal-created cases and downstream Case Platform routing, AgentForce surfaces, and skills-based routing PA-PM Partnership Partner with the Process Architect (or equivalent process resource on the Customer Support Portal sub-pod) on capability discovery and definition-of-ready at sprint N-2 cadence For process flows that span portal and case management, coordinate with the Case Platform PA Participate in cross-pillar PA standards conversations facilitated by Product Operations Cross Functional Collaboration Effectively maintain and utilize relationships with key stakeholders - the customer-facing Customer Support organization, the Case Platform sub-pod, the Call Ce