Senior Manager, Remote Workforce Intelligence & CX Strategy

Iron Mountain; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Remote/hybrid options

Healthcare and retirement plans

Paid time off

Professional growth

Job summary

Iron Mountain in the United States seeks a strategic Senior Manager, Workforce Intelligence to lead enterprise Workforce Intelligence across Customer Excellence, transforming data into actionable business insight at the intersection of strategy and operations.

You will establish an integrated CX performance view, collaborate across Finance, HR, Training, and Technology, and mentor a globally distributed team to drive improvements and executive-ready reporting.

Qualifications

• 8+ years of progressive experience in Workforce Management, CX performance, contact center ops, Quality, or insights.
• Strong CX & WFM metrics expertise including service level, ASA, handle time, forecast accuracy, staffing, productivity, and quality.
• Data-driven insight and root-cause analysis with executive reporting and action plans.
• Experience with enterprise WFM platforms (Verint preferred) and modern BI/reporting tools; track record of automation.
• Excellent written and verbal communication and cross-functional leadership.

Responsibilities

• Establish and lead enterprise Workforce Intelligence strategy and operating model for CX.
• Integrate workforce, service, operations, customer, and quality metrics into a coherent view; define governance across regions.
• Lead quality performance monitoring, reporting, and trend analysis; link results to actions.
• Develop executive-ready reporting and enforce action governance with clear ownership.
• Mentor a globally distributed team in storytelling, root-cause methods, and executive communication.

Skills

CX metrics

WFM metrics

Data-driven analysis

Verint

BI tools

Executive communication

Leadership

Education

Bachelor’s degree in Business/Operations/Industrial Engineering/Analytics/Finance

Advanced degree preferred

Tools

Verint

BI Tools (Tableau/Power BI)

Job description

Iron Mountain in the United States seeks a strategic Senior Manager, Workforce Intelligence to lead enterprise Workforce Intelligence across Customer Excellence, transforming data into actionable business insight at the intersection of strategy and operations.

You will establish an integrated CX performance view, collaborate across Finance, HR, Training, and Technology, and mentor a globally distributed team to drive improvements and executive-ready reporting.