Director, Business Process Excellence

Equinix, Inc; Redwood City (CA); On-site; CAD 196,000 - 266,000; Full time

Job summary

Equinix, Inc. is seeking a Director of Business Process Excellence to lead end-to-end GTM workflow design across Marketing, Sales, Partner, and Customer Success.

The role focuses on optimizing the full customer lifecycle and ensuring processes align with CRO objectives, while partnering with technology to enable AI-enabled improvements. You will navigate a matrixed organization, build scalable process playbooks, and establish governance, performance metrics, and assets for reuse.

Qualifications

• Bachelor's degree in Business, Engineering, Information Systems, or equivalent.
• 8+ years in process design, business architecture, or operations, in large, matrixed enterprises.
• Familiarity with Salesforce and CPQ/quoting platforms.

Responsibilities

• Architect future-state GTM workflows across the full customer lifecycle.
• Diagnose current-state friction using data and root-cause analysis.
• Rearchitect processes to be AI-forward and scalable.
• Translate business needs into process requirements for technology teams.
• Collaborate across CRO, Technology, Operations, Product, and Finance.

Skills

Process design

Business architecture

Operations

Salesforce familiarity

Education

Bachelor's degree in Business or related

Tools

CPQ/quoting platforms

Enterprise systems

Job description

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

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.

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 Cit