Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. Thats why were always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.
At Equinix, we make the internet work faster, better, and more reliably. We hire hardworking people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and its our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.
JOB SUMMARY: Global Customer Care and Experience (GCCX) continues to grow and evolve. Frequently tasked with solving complex employee and customer needs through disruptive and innovative thinking, the GCCX Strategy and Operations team has created a role to lead and manage our Reporting and Analytics efforts and align with cross functional stakeholders. The Director, GCCX Reporting and Analytics will lead a small team and be responsible for on setting and delivering the analytics agenda for Global Customer Care and Experience team. The ideal candidate has spent time in establishing new reporting centers and can demonstrate the ability to quickly analyze complex business problems using advanced analytical techniques and summarize into action-oriented recommendations for the business. This leader will motivate and develop their team -- is comfortable wearing many hats and working in a fast-paced, ambiguous, highly collaborative and customer-obsessed environment; thrives in and drives a culture of accountability; and can synthesize details yet still see the big picture.
RESPONSIBILITIES * Partner with senior stakeholders to plan and drive the analytics strategy for Customer Care Teams to define and create dashboards and reports to measure all aspects of customer analytics * Scale the decision-making capabilities of the business organization by establishing self-service analytics tools and capabilities * Experience working with large data sets and databases and expertise defining, designing, integrating and analyzing data to draw meaningful conclusions and strategic implications. * Be an analytics thought leader, brainstorm partner and sounding board for all GCCX stakeholders * Partner with other data science, data engineering and analytics teams execute the GCCX analytics strategy * Hire and develop a team of exceptional analytics professionals * Lead, cheer on, and mentor a team of data analysts to: * Explore process data from disparate sources * Generate deep actionable insights * Drive the development and adoption of best practices * Champion an objective, data-driven culture * Manage the design, execution, and analysis of data programs with cross functional teams and GCCX leadership team * Deliver presentations to clearly and effectively communicate findings to stakeholders and executive leadership
QUALIFICATIONS * 20+ years experience in related field preferred * 10+ years managerial experience preferred, relevant experience with analytics in tech desired * Bachelors degree required, degree in Computer Science, Engineering, Business Information Systems, Statistics, Mathematics or related field preferred * 5+ years of experience building and leading analytics teams * Proven experience in driving projects from start to finish, while driving impact * Proven track record of thriving with ambiguity * Experience with Salesforce and BI tools such as Tableau or Power BI * Experience with statistical analysis and modeling, e.g. causal inference, significance testing, regression analysis, etc. * Proficiency with programming, big data tools, A/B testing * Communication and presentation experience with proven track record of using insights to influence executives and colleagues * Strategic and creative thinker with exceptional attention to detail and highly organized * Able to help the team to prioritize complex deliverables, understand and discuss the concepts, manage trade-offs * Excellent problem-solving, conflict resolution, active listening, and time management skills * Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels * Previous experience supporting support organizations and IT/Telcom companies a plus
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. This role reports to Sr. Director, Strategy Operations within the Global Customer Care and Experiencee Team. This is a high visibility role that will partner with leaders and employees of all levels within Equinix, and ideal candidate will need to build strong relationships across stakeholder teams and within GCCX.