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Role Summary

We are looking for a Global People Operations Leader for the People Experience (PEX) team to build and run a global operations center delivering at-scale operations for people programs globally.

The Global People Operations (GPO) team is the delivery engine for People Experience (PEX), executing high-volume, repeatable work across the employee lifecycle that can be performed centrally and is not a candidate for automation.

The leader will be accountable for standardized, efficient, and high-quality execution through the Global Center, driving productivity, service levels, and continuous improvement while scaling capacity to demand and protecting the employee experience at every touchpoint.

This leader will also drive the ongoing evolution of Global People Operations capabilities as work shifts to the Global Center and processes evolve towards AI and automation. You will maintain a dual focus: building and growing GPO capabilities while actively enabling the reduction of manual operations through the introduction of AI solutions.

Key Responsibilities

• Team Leadership and Delivery Accountability: Build, lead, and develop the designated Global Center teams. Set performance expectations, track KPIs, foster a culture of accountability and continuous improvement, and be fully accountable for service delivery outcomes and SLAs.
• Global Center Build and Operating Model: Stand up and scale the Global Center, defining the operating model, capacity plan, and service catalogue for the centralized execution of people programs.
• At-Scale Operational Execution: Deliver the high-volume, repeatable work across the employee lifecycle that can be centralized and cannot be automated, on behalf of People Experience and the wider People function.
• Service Management and SLAs: Establish service levels, intake routes, and hand-offs. Partner with People Program Operations to determine which work transitions to the center and how performance is measured. Be responsible for accepting and migrating work, training teams, and building knowledge and process documentation to ensure scalable and effective delivery.
• Productivity, Automation, and Continuous Improvement: Identify automation candidates and partner to eliminate manual effort. Apply lean, AI, and process-excellence methods to increase efficiency, quality, and throughput. Own operational data quality, transaction integrity, and root-cause analysis of data defects across centralized services.
• Workforce and Capacity Management: Lead workforce and capacity planning for Global People Operations, balancing demand, skills, resources, and location strategy to ensure scalable, cost-effective, and high-quality service delivery. Be accountable for capacity forecasting, workforce optimization, resource planning, and operational readiness as the organization grows and evolves.
• Quality, Compliance, and Risk: Ensure accuracy, controls, and compliance with relevant laws, regulations, and policies across all centralized delivery.
• Employee Experience: Protect a positive and consistent experience for employees and managers as services are delivered at scale. Be accountable for service recovery, escalation management, and Voice of the Customer.
• Control Frameworks and Audits: Own control frameworks and audit requirements, including SOX impacts, audit responses, operational risk, segregation of duties, process controls, and data quality control.

Requirements

• Proven leadership experience within global shared services or operations centers at scale,
• Prior leadership experience within a professional HR business process outsourcing provider is preferred.
• Experience standing up or scaling a centralized delivery center and its operating model.
• Strong understanding of HR lifecycle processes and which activities can be centralized versus automated.
• Track record in service management, SLAs, productivity, and workforce and capacity planning.
• Strong knowledge of HR systems, data, and operational processes within a complex, global company.
• Experience with automation, process excellence, and managing high-volume transactional delivery.

Skills and Qualifications

• Leadership Skills: Ability to inspire, empower, motivate, and guide a large, diverse team, fostering a high-performance culture while holding teams accountable for results.
• Operational Discipline: Disciplined approach to planning, governance, and delivery, ensuring service levels are met consistently and at scale.
• Customer Obsessed: Commitment to exceptional service for employees and managers, with a strong focus on improving experiences.
• Data-Driven: Strong data analysis and KPI management skills to measure performance and guide decision-making.
• Continuous Improvement and Automation Mindset: Commitment to identifying efficiency opportunities and partnering to automate manual processes.
• Scalability Mindset: Disciplined approach to building scalable and repeatable operational processes.
• Detail-Oriented and Organized: Highly organized, detail-oriented, and committed to operational excellence.
• Navigating Complexity: Uses a high level of discretion and professionalism and demonstrates a strong ethical compass

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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