Product Owner, Case Platform

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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 Supports the Lead-to-Cash transformation by executing the Case Platform product vision across the full case domain. The Product Owner, Case Platform works directly with scrum teams to groom and refine the backlog, write and accept user stories, and ensure delivery is aligned with the strategy set by the Case Platform PM. This role spans both internal agent-facing and external customer-facing case capabilities and requires deep hands-on expertise in Salesforce Service Cloud and ITSM practices to translate business requirements into well-designed, scalable platform solutions. Responsibilities Backlog Ownership and RefinementOwn and maintain the Case Platform backlog; ensure stories are well-defined, prioritized, and ready for sprint execution at all timesLead backlog grooming sessions with scrum teams; break down epics and capabilities into actionable, clearly scoped user stories with defined acceptance criteriaMaintain backlog health through regular refinement, removing blockers, resolving ambiguity, and re-prioritizing as delivery needs evolveStory Writing and AcceptanceWrite user stories and acceptance criteria that accurately reflect product and process requirements across the case domainApply Salesforce Service Cloud expertise to ensure stories are designed to platform best practice, not just functionally correctValidate delivered stories against acceptance criteria; accept or reject work in sprint reviews based on defined conditions of doneProactively identify design or configuration risks during story writing and raise recommendations to the Case Platform PMSprint Execution and Scrum ParticipationServe as the primary product voice within scrum ceremonies including sprint planning, standups, reviews, and retrospectivesMake informed, confident day-to-day prioritization and solutioning decisions within the bounds of the approved roadmap, drawing on platform expertiseTrack sprint progress and flag risks or blockers to the Case Platform PM in a timely mannerPlatform Expertise and Best PracticeServe as the subject matter expert on Salesforce Service Cloud configuration, data model, and case management capabilities including Omni-Channel routing, Einstein Case Classification, milestones, entitlements, and escalation rulesApply ITSM best practices to case lifecycle design; ensure the platform reflects sound incident, request, and escalation management principlesIdentify opportunities where platform-native capabilities can replace custom build; advocate for sustainable, maintainable solutionsStay current on Salesforce release cycles and emerging Service Cloud capabilities; proactively surface relevant features to the Case Platform PM for roadmap considerationCase Domain CoverageMaintain deep working knowledge of the full case domain including case creation, routing, classification, milestones, entitlements, escalation, and closure across internal and external surfacesEnsure stories reflect end-to-end case flows spanning portal-created cases, call center cases, and agent-created casesCoordinate with Portal Support Center and Call Center teams on cross-team dependencies that affect case platform deliveryPA-PO PartnershipWork closely with the Process Architect at sprint N-2 cadence to ensure capabilities are discovery-complete and stories are definition-of-ready before sprint entryRaise process gaps or platform constraints surfaced during grooming back to the PA and Case Platform PM for resolution; recommend platform-aligned alternatives where appropriateStakeholder CollaborationWork with the Case Platform PM to translate roadmap priorities into executable backlog itemsEngage with internal stakeholders including Support operations, Billing, and GSD teams to gather requirements, validate story accuracy, and advise on platform feasibilityParticipate in cross-team ceremonies and dependency planning within the SAFe program incrementQuality and TestingDefine and validate test cases aligned to acceptance criteria for case platform capabilitiesCoordinate with the enablement team on UAT participation and support operational readiness activities ahead of releaseWhat success looks like in year 1Backlog consistently groomed and definition-of-ready at sprint N-2 cadence with no recurring readiness gapsStories written to a quality standard that minimizes rework and sprint carryover, with platform best practice embedded from the startStrong working rhythm established with scrum teams, the Case Platform PM, and the Process ArchitectFull case domain coverage maintained across internal and external surfaces with no delivery blind spotsRecognized as the go-to platform expert on Salesforce Service Cloud configuration and ITSM design within the podQualificationsRequired qualifications3+ years experience as a Product Owner or Business Analyst in a Salesforce Service Cloud environmentDeep hands-on expertise in Salesforce Service Cloud including Omni-Channel, case management, Einstein Case Classification, milestones, entitlements, and escalation configurationStrong understanding of ITSM principles and best practices; experience applying them to case lifecycle and support operations designProven ability to write high-quality user stories and acceptance criteria for complex platform capabilitiesExperience owning and managing a product backlog in SAFe or comparable scaled Agile frameworkAbility to assess platform feasibility, identify best-practice solutions, and confidently advise stakeholders on trade-offsStrong collaboration and communication skills across engineering, operations, and product teamsPreferred qualificationsSalesforce Service Cloud Consultant certification or equivalentSAFe PO/PM certificationExperience with a variety of ITSM platforms across an enterprise support landscapeBackground in B2B enterprise support operations or customer service platformsFamiliarity with skills-based routing design and entitlement modeling in a multi-tier support environmentExperience working across both internal agent-facing and external customer-facing product surfacesThe targeted pay range for this position in the following location is / locations are:

Canada•

Toronto Office TRO :

139,000•209,000 CAD / AnnualOur 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 BenefitsAs 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:

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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 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.

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This posting is a new position within our organization.