Who you are

• 5+ years product management experience, with track record in order management or operational product roles
• Demonstrated experience with Salesforce Revenue Cloud and Order Management
• Strong understanding of B2B order operations — order status, modifications, holds, escalations, status reporting
• Customer and persona analysis experience — ability to translate operational needs into product capabilities
• SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization
• Excellent stakeholder management — this role lives at the seam between platform and operations and requires strong collaboration skills
• Comfort working in a sub-pod that shares build capacity with peer pillars
• Salesforce Order Management Specialist certification
• Experience with order operations in telecom, data center, or comparable B2B infrastructure
• Background in operations-led product management
• SAFe certification
• Experience with market, competitive, and customer analysis for product positioning
• Business case development experience for product investment

What the job involves

• Contributes to the delivery of the Lead-to-Cash transformation by ensuring Order Management operational capabilities align with streamlined, end-to-end commercial processes across the customer journey
• The Product Manager, Order Management designs, develops, and manages the lifecycle of the Order Management operational product experience — the workflow, status management, and customer-facing order operations that sit on top of the Order Platform
• Sets the vision and strategy for Order Management operations, ensuring it is competitively positioned and aligned with the operational needs of CPMs, Service Delivery operations, and customer-facing teams
• Gather, document, design, and test the best possible Order Management operational experience and incorporate the voice of operational customers (CPMs, Service Delivery operations, customer-facing teams) into the roadmap
• Involve engineers, designers, and others to create a shared vision and clear goals for Order Management operations
• Integrate insights from operational pain points and user research to refine the roadmap
• Conduct ongoing analysis of operational customer needs across CPMs, Service Delivery operations, and customer-facing teams
• Understand how Order Management capabilities support customer outcomes — from order capture through delivery
• Translate operational pain points and persona-specific requirements into product capabilities
• Maintain deep familiarity with how Equinix's customers experience the order lifecycle from a Service Delivery operations perspective
• Partner with the Order Management Process Architect at sprint N-2 cadence on capability discovery and definition-of-ready
• Ensure PA discovery work on Order Management workflows is complete before capabilities enter execution sprints
• Maintain a tight collaboration with the PA on definition-of-done and acceptance criteria
• Participate in cross-pillar PA standards conversations facilitated by Product Operations
• Effectively maintain and utilize relationships with the Order Platform pillar (which owns the underlying platform capabilities)
• Ensure alignment in cross-pillar priorities for Order Management work that requires Order Platform development
• Coordinate with peer sub-pods (Service Delivery operations, Migrations/Terminations) on shared workflow patterns
• Partner with the Service Delivery organization on operational requirements and feedback
• Create and prioritize the Order Management backlog, working regularly with the team to refine and add detail where needed
• Collaborate closely with the Order Platform pillar's scrum teams (which carry the build capacity) to provide clear direction on epic and user story requirements
• Use SAFe-aligned prioritization (WSJF) and capability/epic/story hierarchy
• Define test cases and acceptance criteria for Order Management capabilities
• Participate in UAT post enablement team testing, particularly given the cross-pillar build dependency on Order Platform scrum teams
• Manage stakeholder expectations within Service Delivery (Pillar 2) and across the Order Platform pillar that owns build capacity
• Identify and proactively include correct stakeholders and communicate effectively
• Understand the operational customer's needs and build effective relationships with CPMs and Service Delivery operations leaders
• Utilize effective methods of communication with stakeholders, varying approach accordingly
• What success looks like in year 1:
• Order Management workflow capabilities delivered against PI commitments with measurable operational improvement
• Strong working relationship with the Order Platform pillar on shared roadmap and dependency management
• Clear documentation of Order Management operational scope and integration points with Order Platform
• Effective partnership with operational stakeholders in the Service Delivery organization
• Smooth handoff patterns established between Order Management (operational) and Order Platform (technical) ownership