Senior Manager, Workforce Intelligence & CX Insights

ironmountain

United States

Hybrid

USD 120,000 - 180,000

Full time

4 days ago

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Benefits offered by this job

Competitive compensation

Remote/hybrid options

Healthcare & retirement plans

Generous PTO

Professional growth

Job summary

Iron Mountain is seeking an experienced Senior Manager, Workforce Intelligence to join our Customer Excellence team. You will establish and lead the enterprise Workforce Intelligence strategy, integrating workforce, quality, and customer performance measures across regions and functions.

You will oversee quality performance monitoring, develop executive-ready reports, drive reporting automation with BI/AI capabilities, and mentor a globally distributed team while partnering with Finance, HR, and

Qualifications

8+ years in Workforce Management, CX performance, contact center ops, Quality, or operational insights with leadership responsibility.
Experience with CX & WFM metrics and reporting tools; ability to translate data into actions for executives.
Strong cross-functional collaboration and stakeholder management skills.

Responsibilities

Establish and lead enterprise Workforce Intelligence strategy and operating model across CX.
Lead quality performance monitoring, reporting, and trend analysis with actionable insights.
Develop executive-ready performance reporting and governance for ownership and accountability.
Identify opportunities to automate recurring reporting and lead BI/AI capability development.
Partner with Workforce Management, Operations, Finance, HR, Training and Tech to align intelligence with decisions.