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About the Role
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.
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.
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 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.
Skills
- 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.
Location
- United States - Redwood City Office GHQ
- United States - Dallas Infomart Office DAI
- Canada - Toronto Office TRO
Work Type
- Full-time
Experience Level
- 8+ years
Education Level
- Bachelor's degree
Salary/Compensations
- United States - Redwood City Office GHQ : 186,000 - 280,000 USD / Annual
- United States - Dallas Infomart Office DAI : 155,000 - 233,000 USD / Annual
- Canada - Toronto Office TRO : 166,000 - 248,000 CAD / Annual
Benefits
- Employee Assistance Program
- US Benefits: Insurance (health, life, disability, voluntary plans), Retirement plan contributions, Paid Time Off (PTO) and Paid Holidays.
- Canada Core Benefits: Insurance (healthcare, life, disability, optional plans), Retirement or savings plans (DCPP, RRSP, TSFA), Vacation and Personal Time, and Paid Holidays.
About the Company
- 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.
Equal Opportunity
- Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
- Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
- We use artificial intelligence in our hiring process. Learn more here.