Director, People Services

Equinix

1d

About The Position

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 Global People Services Advisory Leader is accountable for the strategic leadership, operational excellence, and continuous evolution of the global People Services advisory team. Leading a distributed team of (13+) People Services Advisors, the role ensures employees, managers, alumni, and People partners receive timely, accurate, and human-centred support for people matters that require judgement beyond self-service or AI-enabled solutions. Operating at the core of the People Experience model, the role balances service delivery, risk management, and employee experience at scale. It sets clear standards for advisory quality, triage, and escalation, ensuring consistent outcomes across regions while respecting local legal, cultural, and regulatory requirements and upskilling people managers. Beyond day-to-day operations, the Global People Services Advisory Leader plays a critical role in partnering with the Global People Advisory & ER leader in shaping a modern, digital-first People function —leveraging insight, knowledge management, and AI enablement to reduce friction, prevent avoidable issues, and strengthen trust in People services globally.

Requirements

• Bachelors degree or equivalent
• Proven years of experience in progressive HR and ER related roles and team leadership
• People Services & Advisory Knowledge - Strong understanding of global People Services and advisory models, including triage, escalation, knowledge management, and the interaction between human support, self-service, and AI-enabled solutions
• Global & Cultural Acumen - Proven capability operating across multiple regions, balancing global consistency with local legal, cultural, and regulatory requirements in people decision-making
• Strategic Leadership & Capability Building - Experience leading and developing global advisory teams, setting clear standards, building confidence and judgement, and embedding a high-quality, service-oriented culture
• Systems Thinking & Continuous Improvement Mindset - Ability to design, optimise, and evolve scalable People Services operating models using data, insight, and digital enablement
• Global & Cultural Intelligence
• Influence & Stakeholder Partnership
• Systems Thinking & Transformation Mindset
• Service excellence & customer mindset
• Digital & Knowledge Fluency (Ai and self service platforms
• Data Fluency - Ability to interpret, analyse, and apply People Services data, trends, and insights

Responsibilities

• Team Leadership & Capability Building - Lead, develop, and performance-manage a global team of People Services Advisors, embedding strong judgement, consistent decision-making, and a high-service, advisory mindset. Align advisory support, triage, and knowledge management with customer demand & People Experience objectives
• Service Delivery & Quality Assurance - Set and monitor service standards, case quality, and response outcomes, ensuring accurate, timely, and empathetic resolution of people queries
• Knowledge Management & AI Enablement - Monitor and drive the creation and continuous improvement of people knowledge content that strengthens self-service, improves AI agent effectiveness, and reduces avoidable human intervention
• Data, Insight & Continuous Improvement - Use service data, trends, and employee feedback to identify systemic issues, inform policy or process improvements, team development opportunities, and coaching for people managers in service to upskilling people managers and enhancing the global People Experience
• Operational Excellence & Process Improvement: Oversee consistent application of processes and standards across people advisory products & services. Leverage data and feedback loops to identify inefficiencies and continuously improve services
• Act as a Senior escalating point for the team, assisting in resolving matters alongside coaching team members on future similar matters
• As the Business SME for People Advisory, partners with our product and UX designers and Technology partners to cultivate and evolve the People Advisory products and services and continue to develop our self-service channels to deflect cases from the team

Benefits

• As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.
• Employee Assistance Program: An Employee Assistance program is available to all employees.
• 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.
• Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement.
• Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on.
• Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in.
• Employees have the option to select and use from a wide range of other benefits including: Annual Leaves, Flex Wallet (flexible spending account), Multi-sport Card, Lunch Pass Card, Discount Portal, statutory allowances and reimbursements (remote working, corrective glasses reimbursement), and paid and unpaid leaves in line with local market practices and regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Director