Product Manager, Portal Support Center

Equinix•Toronto, ON

5d•Onsite

About The Position

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. The Product Manager, Portal Support Center 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.

Requirements

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

Nice To Haves

Salesforce Experience Cloud, Service Cloud, or AgentForce experience
Experience with AI in customer self-service contexts — chatbot design, virtual agents, AI-suggested articles, intent detection
Background in B2B enterprise customer support or self-service product roles
Experience with chatbot or virtual agent product management
Knowledge management or help center platform experience
SAFe certification
Experience with market, competitive, and customer analysis for product positioning
Business case development experience for platform investments

Responsibilities

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 — this role lives at the intersection of product and UX
Co-create wireframes, prototypes, and design artifacts with UX; ensure design decisions are grounded in customer research and validated through usability testing
Champion experience quality — push back on shortcuts that compromise the customer experience, even under delivery pressure
Ensure design consistency across Portal, Chat, and Get Help surfaces
Own the Portal Cases experience — case creation, case status visibility, case updates, and customer interaction with their support cases
Own the Chat experience — whether AI-powered, agent-routed, or hybrid; ensure customers can get to a chat resolution path that matches their need
Own the Get Help discovery flow — help articles, smart routing, intent detection, and the customer journey from "I have a question" to "I have an answer or a case"
Coordinate with the Case Platform PM on the integration between portal-created cases and downstream Case Platform routing, AgentForce surfaces, and skills-based routing
Partner with the Process Architect (or equivalent process resource on the Customer Support Portal sub-pod) on capability discovery and definition-of-ready at sprint N-2 cadence
For process flows that span portal and case management, coordinate with the Case Platform PA
Participate in cross-pillar PA standards conversations facilitated by Product Operations
Effectively maintain and utilize relationships with key stakeholders — the customer-facing Customer Support organization, the Case Platform sub-pod, the Call Center sub-pod and partner teams (Portal infrastructure, Identity, Knowledge)
Ensure alignment in cross-functional priorities across the four pillars on customer self-service experiences
Coordinate with Case Platform sub-pod on case-creation flows from Portal, Chat, and Get Help
Coordinate with Call Center sub-pod on omnichannel handoff scenarios (e.g., chat-to-voice, portal-to-voice)
Create and prioritize the Portal Support Center backlog, working regularly with the team to refine and add detail where needed
Collaborate closely with technology teams to provide clear direction on Agile product backlog, epic, and user story requirements, and feature delivery
Use SAFe-aligned prioritization (WSJF) and capability/epic/story hierarchy
Use tools and data analytics to draw insights from Portal usage and inform product improvements
Track customer-facing metrics: case deflection rate, self-service success rate, time-to-resolution for self-served customers, case creation volume by channel, customer satisfaction (CSAT) on portal interactions
Monitor cross-channel patterns — when do customers escalate from portal to chat to phone? Use this insight to refine the self-service experience
Define test cases and acceptance criteria for Portal Support Center capabilities, with strong emphasis on usability acceptance
Participate in UAT post enablement team testing for portal features, chat experiences, and Get Help flows
Coordinate usability testing with UX and customer research partners ahead of major releases
Manage stakeholder expectations across the customer-facing Customer Support organization, peer sub-pods, and partner teams
Identify and proactively include correct stakeholders and communicate effectively
Understand stakeholder needs and build effective relationships across diverse audiences — from customers to support agents to internal product peers
Utilize effective methods of communication with stakeholders, varying approach accordingly

Benefits

Employee Assistance Program
Health insurance
Life insurance
Disability insurance
Voluntary plans
Retirement plan
Paid Time Off (PTO)
Paid Holidays
Healthcare coverage that is designed to complement the provincial healthcare system
Optional benefit plans
Defined Contribution Pension Plan (DCPP)
Group Retirement Savings Plan (RRSP)
Tax-Free Savings Plan (TSFA)
Vacation
Personal time