Director, Business Process Excellence

Equinix•Toronto, ON

3d•$155,000 - $280,000•Onsite

About The Position

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.

Requirements

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
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

Responsibilities

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
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
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
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