Senior Manager, Workforce Intelligence

Iron Mountain; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation

Remote options

Healthcare & retirement

Paid time off

Professional growth

Job summary

Iron Mountain is seeking an experienced Senior Manager, Workforce Intelligence to lead the enterprise Workforce Intelligence capability within the Customer Excellence team. You will transform workforce, operational, performance, and quality data into actionable insights and establish a single view of CX performance across regions and functions.

In this role, you will drive strategy, governance, and executive reporting, mentor a global team, and collaborate with Operations, HR, and Finance to tie

Qualifications

• 8+ years of progressive experience in Workforce Management or CX performance.
• Strong CX & WFM metrics expertise including service level, handle time, forecast accuracy and staffing.
• Proven ability in data-driven insight & root-cause analysis with executive reporting.
• Experience with enterprise WFM platforms and reporting automation initiatives.
• Executive communication & leadership with cross-functional stakeholder management.
• Bachelor’s degree; advanced degree preferred.

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 across regions and functions.
• Lead quality performance monitoring, reporting, and trend analysis; connect results to workforce and operations to drive improvements.
• Develop executive-ready performance reporting and establish action-governance routines.
• Identify opportunities to automate recurring reporting and develop capabilities with modern BI and AI tools.
• Mentor a globally distributed team in business storytelling, root-cause methodology, and executive communication.

Skills

Workforce management

CX performance

Data-driven insights

Executive communication

Stakeholder management

Business analytics

Education

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

Tools

Verint

BI tools

Job description

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 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.