Director, Business Process Excellence

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Job Summary

The Director, Business Process Excellence is a subject matter expert on the GTM Transformation team, designing and optimizing end-to-end GTM workflows across the CRO organization through the lens of the full customer lifecycle. This role represents Marketing, Sales, Partner, Customer Success, and GTM Operations in enterprise process design, ensuring systems and workflows enable seller and customer success at every stage of that journey.

This person has seen how core GTM processes run across different companies, knows how to unpack a broken process and rebuild it to fit Equinix, and is comfortable navigating a highly matrixed enterprise. They work at both the strategic and detailed level, coaching their team into the specifics rather than just setting direction, and act as the bridge between business and technology, helping prioritize where and in what sequence to invest. Just as important, they build the CRO organization's process optimization capability so this work scales beyond any one project or person.

Responsibilities

Process Design & Optimization

• Architect future-state GTM workflows through the lens of the full customer lifecycle, strengthening both customer experience and seller effectiveness at every stage

• Diagnose current-state friction using data and root-cause traceability, plus experience across varied enterprise process models, to pinpoint the highest-opportunity fixes

• Rearchitect processes to be AI-forward, designed around what AI and automation make newly possible rather than automating the current state, while ensuring designs are scalable and aligned with CRO priorities

Technical Partnership & Technology Prioritization

• Translate GTM business needs into process requirements for the CDIO (technology team), evaluating where AI and automation can meaningfully optimize a process

• Serve as the conduit between business and technology, articulating what technology is needed, in what sequence, and the business case and value metrics behind it

• Advocate for CRO priorities with clear business context, without assuming technical ownership

Cross-Functional Collaboration

• Navigate a highly matrixed organization, including all functions within CRO, CDIO (Technology), Operations, Product, Finance, and beyond, building trust and influence without formal authority

• Partner with GTM leaders, Strategy, and Change teams, and represent CRO Ops in enterprise forums related to process optimization

Governance & Capability Building

• Establish documentation standards, monitor process performance and adoption, and maintain a repository of GTM process assets for reuse

• Build the CRO organization's broader process optimization capability, including standard methodology, tools, and playbooks

• Coach the team into the details, mapping actual workflows and system touchpoints, while championing agility, transparency, and enterprise-first thinking

Qualifications

Knowledge and Experience

• Bachelor's degree in Business, Engineering, Information Systems, or equivalent experience

• 8+ years in process design, business architecture, or operations, ideally within GTM or CRO; consulting experience and experience in large, highly matrixed enterprises (e.g., environments similar to Equinix) a plus

• Familiarity with Salesforce, CPQ/quoting platforms, and enterprise systems

• Experience with process frameworks (e.g., BPMN, Lean Six Sigma) and designing processes across geographies and business models

Skills and Attributes

• Process expert with a customer lifecycle lens: spots patterns across enterprise environments, unpacks ambiguous processes, and evaluates impact through the end-to-end customer journey

• Data-driven and AI-forward: traces breakdowns to root cause and designs around what AI and automation make newly possible, not just automating the current state

• Systems thinker able to build a business case and value metrics that tie process and technology investments to outcomes

• Strong collaborator and communicator: influences without authority in a matrixed organization, engaging technical and non-technical audiences alike

• Hands-on capability builder: works in the details alongside the team and invests in growing the discipline of process optimization across the organization

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

United States - Redwood City Office GHQ : 186,000 - 280,000 USD / Annual

United States - Dallas Infomart Office DAI : 155,000 - 233,000 USD / Annual

Canada - Toronto Office TRO : 166,000 - 248,000 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.

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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