Senior Manager, CX Workforce Intelligence – Remote

Iron Mountain Incorporated; Tennessee; Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work options

Healthcare & retirement plans

Paid time off

Professional growth opportunities

Job summary

Iron Mountain Incorporated is seeking a Senior Manager, Workforce Intelligence to join the Customer Excellence team in the United States. The role focuses on transforming workforce and performance data into actionable insights, establishing a unified view of CX performance across regions and functions, and guiding executive decision-making.

The ideal candidate has 8+ years in workforce management or CX analytics, strong leadership, and proficiency with enterprise WFM platforms and BI tools.

Qualifications

• 8+ years of progressive experience in Workforce Management, Customer Experience performance, contact center operations, Quality, or operational insights.

Responsibilities

• 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.
• Lead quality performance monitoring, reporting, and trend analysis.
• Develop executive-ready performance reporting and governance routines.
• Identify opportunities to automate recurring reporting and advance BI/AI capabilities.
• Mentor a globally distributed team in business storytelling and executive communication.
• Partner with Workforce Management, regional Operations, Finance, HR, Training, and Technology.

Education

Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Finance

Job description

Iron Mountain Incorporated is seeking a Senior Manager, Workforce Intelligence to join the Customer Excellence team in the United States. The role focuses on transforming workforce and performance data into actionable insights, establishing a unified view of CX performance across regions and functions, and guiding executive decision-making.

The ideal candidate has 8+ years in workforce management or CX analytics, strong leadership, and proficiency with enterprise WFM platforms and BI tools.