Senior Manager, Workforce Intelligence & CX Performance

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 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