At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Iron Mountain is seeking an experienced, strategic Senior Manager, Workforce Intelligence to join our Customer Excellence (CX) team.
In this role, you will be responsible for leading the enterprise Workforce Intelligence capability across Customer Excellence, transforming workforce, operational, performance, and quality data into actionable business insight. Positioned at the intersection of workforce strategy, service performance, and operational decision-making, you will establish a single, integrated view of CX performance and ensure leaders understand not only what is happening, but why it is happening and what actions are required.
What You'll Do (Responsibilities)
In this role, you will:
- Workforce Intelligence & Performance Strategy: Establish and lead the enterprise Workforce Intelligence strategy and operating model across Customer Excellence. Integrate workforce, service, operational, customer, and quality performance measures into a coherent view, defining common performance frameworks, reporting standards, and governance across regions and functions.
- Quality Performance & Customer Experience Insights: Lead quality performance monitoring, reporting, and trend analysis. Connect quality results with workforce, customer, and operational performance to identify root causes and collaborate with Operations, Training, and Workforce Management to drive targeted improvements.
- Executive Reporting & Action Governance: Develop executive-ready performance reporting communicating business impacts and recommendations. Establish action-governance routines to ensure identified performance gaps have clear ownership, accountability, and follow-through.
- Reporting Automation & Capability Development: Identify opportunities to automate recurring reporting and leverage modern BI and AI capabilities for insight generation. Lead and mentor a globally distributed team in business storytelling, root-cause methodology, and executive communication.
- Cross-Functional Leadership: Partner closely with Workforce Management, regional Operations, Finance, HR, Training, and Technology to align performance intelligence with operational decision-making.
What You'll Bring (Skills & Qualifications)
The ideal candidate will have:
- 8+ years of progressive experience in Workforce Management, Customer Experience performance, contact center operations, Quality, or operational insights, including direct leadership responsibility.
- Strong expertise in CX & WFM metrics, including service level, ASA, handle time, forecast accuracy, staffing, productivity, shrinkage, schedule adherence, quality, and customer experience indicators.
- Proven ability in data-driven insight & root-cause analysis: Demonstrated experience translating complex performance signals into clear business implications, executive reporting, and executable action plans.
- Technical Proficiency: Experience with enterprise Workforce Management platforms (Verint preferred) and modern reporting/BI tools, as well as a track record of driving reporting automation initiatives.
- Executive Communication & Leadership: Excellent written and verbal communication skills to synthesize complex information for senior leadership, along with proven cross-functional stakeholder management capabilities.
- Education: Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Finance, or a related field; an advanced degree is preferred.
What We Offer (Benefits)
- Competitive Compensation: Salary details and benefits aligned with experience and industry standards.
- Flexible Work Options: Remote/hybrid options supporting work-life balance (role involves up to 20% travel).
- Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plans.
- Paid Time Off: Generous paid time off and paid holiday schedule.
- Professional Growth: Continuous learning opportunities and capability development within a global leader.
🚀 Ready to shape the future of Customer Excellence data and strategy at Iron Mountain?
If you are a visionary WFM and CX analytics leader who thrives at the intersection of data, strategy, and operational execution, we want to hear from you!
Category: Project/Program Management Group
