Mark Williams
Assistant Manager Ibx Operations @Equinix
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WORK HISTORY
Assistant Manager Ibx Operations @Equinix
Paris, FR
EDUCATION
London School of Business and Finance LSBF
Executive MBA, Business Administration and Management, General
SKILLS
ABOUT MARK WILLIAMS
Customer Support & Operations | Tooling | AI Chatbots | Process Efficiency15+ years in technical support and customer operations (DoubleClick, Google, Genetec, Oodrive), leading teams across Europe and driving service, tooling, and process improvements. Hands-on, team-oriented approachAfter years in both individual contributor and management roles - including leading regional support teams - I’ve found that I’m most engaged in environments where I can stay close to day-to-day operations. I\'m equally comfortable managing teams or working as an individual contributor, as long as the focus is on driving impact through coordination, service delivery, and continuous improvement. Support Tools & Process Design for Scalable EfficiencyI’ve led the development and rollout of support processes and tooling - from escalation flows and internal workflows to customer-facing portals and knowledge bases. This includes implementing Intercom’s AI-powered chatbot (Fin) and working cross-functionally to embed automation into the support journey. My focus is always on building systems that are not just functional, but efficient, scalable, and genuinely helpful for both customers and internal teams.
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