Senior Manager, People Services

Equinix

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 Leader of People Services is responsible for leading a team of People Services Advisors, the role ensuring 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. The role translates global people services standards into consistent execution across the team balancing consistency with cultural and legal requirements to deliver excellent employee experience at scale. Beyond day-to-day operations, the Leader will partner with the Head of People Services to execute against 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 - Ability to lead teams of advisors within a region to balancing global consistency with local legal, cultural, and regulatory requirements in people decision-making
Global or multiple regions knowledge highly preferred
Strategic Leadership & Capability Building - Experience leading and coaching teams by setting clear standards, building confidence and judgement, and embedding a high-quality, service-oriented culture
Systems Thinking & Continuous Improvement Mindset - Ability to optimize and deliver scalable People Services operating models using data, insight, and digital enablement
Skills and Attributes
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

Nice To Haves

Global or multiple regions knowledge highly preferred

Responsibilities

Team Leadership & Capability Building - Coach and performance-manage a team of People Services Advisors, embedding strong judgement, consistent decision-making, and a high-service, advisory mindset
Service Delivery & Quality Assurance - Monitor case quality, and response outcomes, ensuring accurate, timely, and empathetic resolution of people queries
Knowledge Management & AI Enablement - Ensure accurate and updated knowledge content for self-service and AI enablement
Data, Insight & Continuous Improvement - Use service data to identify trends and escalate systemic issues to the Head of the People Services Global team. Handle sensitive, complex, and escalated queries that require higher judgement
Query Triage and Routing - Diagnose, determine ownership, and appropriately re-route queries across the People Experience and wider People Team, in line with triage guidelines
Collaboration - Build strong partnerships across People Services, Advisory, and People Experience to ensure accurate use of resources and actively contribute feedback and content creation for continuous improvement

Benefits

Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - 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.
Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.
Core Benefits - 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.
Other Benefits and Perks - 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.
More details on eligibility and rules for leaves are in Equinix's HR policies. Eligibility and contribution requirements apply to some benefits, in line with company policy. Benefits are subject to specific plan/program or insurer terms and conditions, including changes at Equinix's discretion. Equinix will be compliant will regulatory requirements on benefits and leaves.