Manager, Commercial Operations Fulfilment

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Job Summary

The Manager, Commercial Operations Fulfilment supervises a distributed team responsible for planning, E2E orchestration and execution of commercial fulfilment activities. While the team is directly responsible to execute commercial contracts and ensure global customer commitments are timely met, the manager oversees the day-to-day operational planning to deliver best-in-class customer experience and operational excellence. She/he is responsible to drive predictable outcome (time, quality and commercial) for a dynamic contract demand portfolio and will have the tactical accountability on global initiatives to simplify, scale and transform.

Responsibilities

• Supervises and mentors a team (direct and dotted line) to provide proactive professional service and advisory to external/internal customers and navigate effectively the global matrix organization

• Manages all dimensions of the employee journey, inspires staff to become the best version of themselves day after day, and fully embrace the corporate culture

• Pioneers the execution of the global strategy and drive teams to navigate through constant changes and transformation

• Designs and monitors performance metrics and continuously looking for insights and improvement opportunities

• Listens to customers and stakeholders and ensures accountability on commitment

• Reviews exception requests and determines the appropriate managerial guidance

• Manages internal/external escalation and ensure a methodical process is followed to de-escalate, understand root cause(s), and implement corrective and preventives measures

• Works closely with the global leadership team on the strategic and tactical planning to deliver the business outcome and institutionalize the changes

• Interlocks with global stakeholder groups and advocates for changes to achieve global consistencies, integrate regional/local nuances, and optimize the commercial fulfillment journey

• Tackles proactively problems or risks impacting strategy or execution, prepares business cases and seek for buy-in on improvement recommendations and actions

• Partners with the global teams to drive process, knowledge, systems and data optimization initiatives and change management efforts

• Supports other programs or duties and eager to roll up the sleeves

Qualifications

• At least 10 years relevant professional experience, with minimum 5 years as people manager, managing all facets of the employee journey/life cycle

• Strong business-savviness at ease with digital transformation and the digital business landscape

• Solid experience serving large and multiple motion sales organization

• Active and empathetic listener, able to understand pain points from customers and stakeholders

• Passionate to serve others, win as a team, think outside the box while keeping things simple, and always put customers at the center of everything

• Agile and at best when dealing with problems, ambiguities and changes

• Proven track record managing and optimizing ongoing service operations through process improvement methodologies, change management and observed through appropriate metrics

• Proven track record leading organizations through impactful transformation and simplification

• Excellent storyteller understanding the different customer/stakeholder persona

• Experience working for MNC in Data Center, Cloud, Telecom or Digital Business, in Business, Revenue, Commercial, Customer Care, Legal and/or Finance Operations department (desirable)

• Savvy in portfolio, program, and project management methodology and tools

• Project management and process improvement certified (desirable)

• Spanish fluency with a good command of English

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.