Product Manager – Portal Support Center

Equinix

Product Manager creating customer-facing self-service support solutions at Equinix. Overseeing the development, strategy, and lifecycle of the Customer Support Portal experience.

Posted 5/1/2026full-timeToronto • Texas • 🇺🇸 United StatesMid-LevelSenior💰 CA$139,000 - CA$209,000 per yearWebsite

About the role

Key responsibilities & impact

Contributes to the delivery of the Lead-to-Cash transformation by ensuring Customer Support Portal capabilities align with streamlined, end-to-end customer support experiences across the customer journey.
Designs, develops, and manages the lifecycle of Equinix's customer-facing self-service support experience — Portal Case Experience, Portal Chat, and Get Help.
Sets the vision and strategy for self-service support, ensuring it is competitively positioned, customer-centric, and delivering measurable case deflection and customer satisfaction outcomes.
Define, develop, and manage the lifecycle of the Customer Support Portal experience from concept through launch to ongoing evolution.
Manage the Customer Support Portal roadmap including features, upgrades, and maintenance across Portal Cases, Chat, and Get Help surfaces.
Set the vision for self-service customer support — what does it look like for a customer to find help, get answers, and open a case without calling?
Gather, document, design, and test the best possible Customer Support Portal experience and incorporate the voice of the customer into the product roadmap.
Involve UX, engineering, and others to create a shared vision and clear goals for the Portal experience.
Integrate insights from usability studies, customer feedback, support analytics, and other research to refine the Portal roadmap.
Drive case deflection strategy — when should customers self-serve via articles, when via chat, when via a case.
Partner closely with the UX designer on customer-facing experience design.

Requirements

What you’ll need

5+ years product management experience, with demonstrated track record managing customer-facing self-service support products — customer support portals, help centers, chat experiences, or comparable digital support surfaces.
Direct experience with portal support hubs — building and running customer-facing portals where users find help, manage cases, and self-serve.
Strong UX-led product practice — comfort with usability research, prototyping, design partnership, and customer-centric experience design.
Experience with self-service / case deflection metrics and product strategies for reducing inbound case volume through better self-service.
Understanding of help center and knowledge management product practices — article surfacing, search, intent detection.
SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization.
Strong cross-functional collaboration skills — this role lives at the intersection of customer-facing experience and back-end case management, requiring close partnership across teams.
Excellent customer empathy — ability to advocate for the customer experience inside an enterprise product organization.

Benefits

Comp & perks

Employee Assistance Program
Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members.
Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).
Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementcustomer support portalsself-service support productsUX-led product practiceusability researchprototypingcase deflection metricsknowledge managementSAFe AgilePI Planning

Soft Skills

cross-functional collaborationcustomer empathycustomer-centric experience designadvocacy for customer experience