Product Owner, Case Platform

• JR-160835

• Hybrid

• Toronto

• Technology Enablement

• Full time

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

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 Refinement

• Own and maintain the Case Platform backlog; ensure stories are well-defined, prioritized, and ready for sprint execution at all times
• Lead backlog grooming sessions with scrum teams; break down epics and capabilities into actionable, clearly scoped user stories with defined acceptance criteria
• Maintain backlog health through regular refinement, removing blockers, resolving ambiguity, and re-prioritizing as delivery needs evolve

Story Writing and Acceptance

• Write user stories and acceptance criteria that accurately reflect product and process requirements across the case domain
• Apply Salesforce Service Cloud expertise to ensure stories are designed to platform best practice, not just functionally correct
• Validate delivered stories against acceptance criteria; accept or reject work in sprint reviews based on defined conditions of done
• Proactively identify design or configuration risks during story writing and raise recommendations to the Case Platform PM

Sprint Execution and Scrum Participation

• Serve as the primary product voice within scrum ceremonies including sprint planning, standups, reviews, and retrospectives
• Make informed, confident day-to-day prioritization and solutioning decisions within the bounds of the approved roadmap, drawing on platform expertise
• Track sprint progress and flag risks or blockers to the Case Platform PM in a timely manner

Platform Expertise and Best Practice

• Serve 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 rules
• Apply ITSM best practices to case lifecycle design; ensure the platform reflects sound incident, request, and escalation management principles
• Identify opportunities where platform-native capabilities can replace custom build; advocate for sustainable, maintainable solutions
• Stay current on Salesforce release cycles and emerging Service Cloud capabilities; proactively surface relevant features to the Case Platform PM for roadmap consideration

Case Domain Coverage

• Maintain deep working knowledge of the full case domain including case creation, routing, classification, milestones, entitlements, escalation, and closure across internal and external surfaces
• Ensure stories reflect end-to-end case flows spanning portal-created cases, call center cases, and agent-created cases
• Coordinate with Portal Support Center and Call Center teams on cross-team dependencies that affect case platform delivery

PA-PO Partnership

• Work closely with the Process Architect at sprint N-2 cadence to ensure capabilities are discovery-complete and stories are definition-of-ready before sprint entry
• Raise process gaps or platform constraints surfaced during grooming back to the PA and Case Platform PM for resolution; recommend platform-aligned alternatives where appropriate

Stakeholder Collaboration

• Work with the Case Platform PM to translate roadmap priorities into executable backlog items
• Engage with internal stakeholders including Support operations, Billing, and GSD teams to gather requirements, validate story accuracy, and advise on platform feasibility
• Participate in cross-team ceremonies and dependency planning within the SAFe program increment

Quality and Testing

• Define and validate test cases aligned to acceptance criteria for case platform capabilities
• Coordinate with the enablement team on UAT participation and support operational readiness activities ahead of release

What success looks like in year 1

• Backlog consistently groomed and definition-of-ready at sprint N-2 cadence with no recurring readiness gaps
• Stories written to a quality standard that minimizes rework and sprint carryover, with platform best practice embedded from the start
• Strong working rhythm established with scrum teams, the Case Platform PM, and the Process Architect
• Full case domain coverage maintained across internal and external surfaces with no delivery blind spots
• Recognized as the go-to platform expert on Salesforce Service Cloud configuration and ITSM design within the pod

Qualifications

Required qualifications

• 3+ years experience as a Product Owner or Business Analyst in a Salesforce Service Cloud environment
• Deep hands-on expertise in Salesforce Service Cloud including Omni-Channel, case management, Einstein Case Classification, milestones, entitlements, and escalation configuration
• Strong understanding of ITSM principles and best practices; experience applying them to case lifecycle and support operations design
• Proven ability to write high-quality user stories and acceptance criteria for complex platform capabilities
• Experience owning and managing a product backlog in SAFe or comparable scaled Agile framework
• Ability to assess platform feasibility, identify best-practice solutions, and confidently advise stakeholders on trade-offs
• Strong collaboration and communication skills across engineering, operations, and product teams

Preferred qualifications

• Salesforce Service Cloud Consultant certification or equivalent
• SAFe PO/PM certification
• Experience with a variety of ITSM platforms across an enterprise support landscape
• Background in B2B enterprise support operations or customer service platforms
• Familiarity with skills-based routing design and entitlement modeling in a multi-tier support environment
• Experience working across both internal agent-facing and external customer-facing product surfaces

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 139,000 - 209,000 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.