Principal Lead, Digital Workplace Intelligent Operations

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 tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. 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 SummaryThis role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function. The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services. This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model.ResponsibilitiesOperational Transformation & AutomationDrive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating modelIdentify and eliminate manual operational work through automation, workflow redesign, and improved toolingDefine success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stabilitySimplify operational processes to improve service reliability and efficiencyEstablish practices that support faster issue detection, resolution, and preventionDesign and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issuesIntroduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual interventionEnable self-service capabilities that empower employees to resolve common issues independentlyPartner with engineering teams to embed automation into workplace platforms and servicesModernizing Digital Workplace OperationsChampion modern operations practices across the Digital Workplace organizationDrive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIsAnalyze existing operational workflows to surface inefficiencies, delays, and improvement opportunitiesImplement standardized, repeatable processes that enable automation and scalabilityDefine and track operational metrics that measure service performance, automation adoption, and efficiencyBuild collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quicklyPromote faster feedback loops and iterative improvement to continuously enhance service quality and experienceQualificationDigital Workplace Platform KnowledgeExperience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalentFamiliarity with enterprise IT service management platforms such as ServiceNowSolid understanding of digital workplace operations and endpoint lifecycle managementEndpoint Telemetry & Experience MonitoringExperience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similarAbility to analyze device telemetry, performance data, and operational metrics to identify automation opportunitiesOperational AnalyticsAbility to analyze operational data and incident trends to identify reliability risks and drive improvementsExperience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiativesPreferred Skills & ExperienceFamiliarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platformsAbility to build automation using PowerShell, Python, or Bash for rapid prototyping or data extractionFamiliarity with enterprise automation frameworks or orchestration toolsFamiliarity with Agile or Agile Swarming methodologiesThe targeted pay range for this position in the following location is / locations are:United States - Dallas Infomart Office DAI : 177,000 - 265,000 USD / AnnualCanada - 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. 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. 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 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. This posting is a new position within our organization. SummaryLocation: Dallas Infomart Office DAI; TorontoType: Full time