Who are we?
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.
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
Qualifications
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
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
The targeted pay range for this position in the following location is / locations are:
Canada - Toronto Office TRO : 154,000 - 232,000 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
Equinix 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.
Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
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 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.
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This posting is a new position within our organization.
