Principal Architect, CX Analytics & Automation

Iron Mountain Incorporated; Tennessee; Hybride; USD 142 000 - 189 000; Plein temps

Résumé du poste

Iron Mountain Incorporated is seeking a Principal Architect for CX Analytics & Automation. The US-based remote role focuses on leading analytics and automation across Account-to-Cash and Customer Care to reduce bad debt expense and drive cost savings.

You will map end-to-end processes, oversee data integrity, and deliver automated solutions across revenue operations. The position requires extensive CX analytics and solution architecture experience, with strong business acumen and executive

Qualifications

• Bachelor's degree in IS, business, finance or related field.
• Master's degree preferred.
• Experience in CX analytics and automation.
• Strong analytical and communication skills.

Responsabilités

• Lead CX analytics strategy and drive enterprise analytics initiatives.
• Architect A2C and Customer Care solutions and optimize processes.
• Deliver analytics tools and automation frameworks for collections and revenue.

Connaissances

CX Analytics

Automation

A2C knowledge

SQL

Executive communication

Formation

Bachelor's degree in Information Systems/Business/Finance

Master's degree preferred

Outils

ERP systems

CRM systems

Description du poste

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.

JOB DESCRIPTION Principal Architect, CX Analytics & Automation

Function: Customer Excellence (CX)

Reports To: Senior Director, North America CX Delivery

Job Level: P5 Individual Contributor – Technical & Analytical IC

Location: US-Based - Remote

Job Summary

The Principal Architect - CX Analytics & Automation is a US-based technical and analytical individual contributor serving as the primary thought leader in Customer Excellence Analytics and Automation. This role is responsible for architecting complex Account-to-Cash (A2C) and Customer Care solutions to support enterprise operations and drive bad debt expense (BDE) improvements and broader operational cost savings through transformation and automation.

Serving Collections Strategy and acting as an Analytics and Automation Advisor across Revenue, this role maps end-to-end process architectures to eliminate root friction across the full range of A2C and Customer Care scopes.

What You'll Do

Thought Leadership & CX Strategy

Serve as the primary thought leader in the Customer Excellence Analytics and Automation space, driving technical and analytical strategy across enterprise operations. Act as Analytics and Automation Advisor across Revenue to identify opportunities for driving broader operational cost savings. Partner closely with Collections Strategy leadership to support BDE mitigation targets through advanced analytics and automated workflows.

Solution Architecture & Process Optimization

Architect complex A2C and Customer Care solutions leveraging deep business understanding of end-to-end revenue processes. Map end-to-end value streams and process architecture to identify and eliminate root friction in collections and customer care workflows. Oversee customer master data management strategies and structure complex customer hierarchies to ensure seamless data integrity and reporting across global enterprise accounts. Drive BDE and operational cost savings through transformation, process re-engineering, and automation initiatives.

Analytics & Automation Advisory

Provide strong analytical expertise in collections strategy and automation across the full range of A2C and Customer Care scope. Design and deliver analytical tools and automated frameworks to unblock complex collection barriers and streamline decision-making.

Job Level Serves as the primary thought leader and senior technical IC supporting enterprise operations in CX Analytics and Automation.

What You'll Need

Extensive experience in CX Analytics and Automation, serving as a primary thought leader in solution architecture.

Deep business understanding of Account-to-Cash (A2C) and Customer Care scopes to architect complex solutions.

Proven track record of mapping end-to-end process architectures and eliminating root friction to drive BDE improvements and cost savings.

Strong analytical expertise in collections strategy and automation across enterprise revenue platforms.

Experience with customer master data management and managing complex customer account hierarchies across ERP systems.

Deep analytical capabilities to explore and model complex data structures using SQL and other analytical tools, balanced with a solid understanding of business-side revenue functions.

Exceptional written and verbal communication skills, with proven success presenting strategic proposals to senior executives.

Bachelor's degree in Information Systems, Business Administration, Finance, or related field (Master's preferred).

Reasonably expected salary range: $142,100.00 - $189,400.00

Category: Project/Program Management Group Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics.

Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.