Job Summary
Come help us transform the world of People Experiences. Equinix’s newly formed Employee Experience and Product Design team inside our HR Organization is seeking an HR Product Management Sr. Manager for HR Service Delivery to lead the transformation of the Equinix employee experience into World Class Moments that Matter. Help us bring together People, Process and Technology to connect the stages of our Employees’ journey. This role’s purpose is to create delightful, inclusive, frictionless experiences that enable employees to do the best work of their lives. You will be at the center of the magic and champion product experience, agile ways of working, shape the strategy and alignment from key stakeholders across the organization with outcome and measurement focus.
As an HR Product Management Sr. Manager, you will be working with empowered teams creating new products and supporting Equinix’s continued growth and dual transformation. This position will tap into your talents from incubating new products, investing in and cultivating existing products, working with enterprise leaders to align on the most valuable product outcomes supporting the adoption of product management practices, fostering inclusive teams, and pioneering new ways of working while enabling human-centered design to deliver against key outcomes. As an Individual contributor, you will be an advocate for users, a creative problem solver, and an impactful leader. You'll be challenged to apply your depth of knowledge and expertise to lead 1-2 scrums teams through empowerment, engagement, and continuous improvement as we partner with our many stakeholders daily to stay aligned and focused on common goals.
Responsibilities
Product Lines
You will lead the product lines supporting HR Service Delivery - including Case Management, Web Forms, Store Fronts (Micro sites), Agent Working Spaces, Guided User Journeys, Infrastructure, & Measurements
Vision Management
Develop and champion a vision that drives meaningful outcomes by embracing the art of the possible
Build frameworks for complex decision making that enable effective debate and accelerate getting to the optimal direction or decision
Work with the leadership to define the product and make appropriate high-judgment trade-offs between features and speed-to-launch
Communicate the vision, strategy, and roadmap to internal and external stakeholders
Product Management & Execution
Provide thought leadership on Product Management and employee experience best practices
Define clear and actionable problem statements to help teams deliver results while displaying a comprehensive understanding of agile delivery
Leverage customer insights to influence priorities and roadmap feature development while advocating for and driving alignment between stakeholders in the development of acceptance criteria
Create best in class Human Resources experiences for our employees
Own and prioritize the near-term product roadmap to deliver on business outcomes, quickly identifying points of leverage in complex problems or systems and utilizing data effectively to define success metrics and measurable outcomes.
Use balanced judgment in decisions about risks of both actions taken and not taken while innovating on ways to iterate faster in a well-managed way for the immediate team
Balance solutions with platform and system architecture strategies that balance experience, architecture, and value.
Go to Market
Co-develop and execute go-to-market plans for new product launches and feature enhancements. Collaborate with HR centers of expertise (COE) and client services to create compelling product messaging, positions, and enablement materials while supporting roll-out and adoption efforts through product demonstrations, training, writing, and ongoing support
Performance Tracking and Optimization
Define key performance indicators (KPIs) and metrics to measure the success of HR products. Monitor product performance experience for user adoption, and customer satisfaction. Identify areas for improvement and drive continuous optimization through data-driven insights and customer feedback
Leadership
Develop and communicate a vision in Quarterly PI Planning to senior stakeholders and partner teams with accurate details and transparency on risks and impediments, and proactively build relationships with those outside of your immediate team resulting in horizontal influence
Contribute to team culture by developing junior Product and Experience Delivery team members
May direct the activities of others as part of a scrum team
Collaboration and Partnership
Build and maintain relationships with external partners, vendors, and customers to gather insights, identify partnership opportunities, and drive product innovation
Understand and leverage technology and end-state architecture vision to partner with technology team to drive comprehensive design decisions that can span across technology used beyond Human Resources to reach an optimal outcome
Share business strategy and roadmap with Tech partners to establish context while also leading and facilitating agile ceremonies alongside Tech Lead
Work closely with our HR COE Partners and Client Services to create employee experiences leveraging process, technology, or enablement that drive execution and adoption while providing continuous feedback to the stakeholders on product effectiveness
Partner with HR COE and Client Services to deliver value by creating reusable, extensible and resilient capabilities and proactively identify opportunities when key metrics on security, resilience and performance are not performing
Qualifications
Deep experience with ServiceNow & HR Service Delivery
Minimum 5+ years product management experience in HR, Talent, employee experience, customer service-related projects would be a plus)
Experience working successfully in Agile methodology
Extensive knowledge of customer support, knowledge management, knowledge centered support, case management, call center practices, with the ability to provide value added guidance to the Experience Delivery and HR teams
Proven ability to thrive in ambiguous environments, break down ambiguity into patterns and create operational rigor
Excellent communication, problem solving, creative solutions, active listening & time management
Preferred Qualifications
Bachelors or advanced degree in design, human computer interaction, computer science, marketing, business or related field or equivalent work experience
Experience creating products and services in Human Resources Experience Delivery via digital and assisted channels.
Experience with solutions involving ServiceNow, Workday, chatbots, and other relevant call center tools
Ability to communicate and influence with a wide spectrum of cross-functional team members, including technical and business resources
Proven ability to build collaborative relationships at all levels and ensuring teams create a collaborative culture
Proven self-starter with demonstrated problem solving and organizational skills
Experienced in program and project management methodology
Ability to plan and deliver change management roadmaps