At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Title: Director, GBS Customer Experience
Job Description:
The Director of Customer Experience will be responsible for strategic development, oversight and
influence on programs that have a direct and positive impact on our customers’ experience. He/she will
report into the Head of Enablement & Transformation, with the Customer Excellence - Global Business
Services business unit.
The Director of Customer Excellence will lead and transform our approach to customer satisfaction,
driving a culture of continuous improvement, innovation, accountability and customer-centricity. This
role will have oversight of our Transactional Customer Experience, Quality Assurance and Customer
Complaints functions; ensuring service excellence, operational efficiency, and proactive issue resolution.
The ideal candidate will have mastery of contemporary CX management & measurement practices;
including: integration of AI into CX management plan, personalization through data analytics,
omnichannel customer engagement and customer propensity/crosselling/upselling. This is a global role
that includes working across global functions and geographies to mobilize the company around a unified
view of the customer experience that defines, develops and oversees the implementation of a portfolio
of initiatives designed to optimize customer experience. And, leveraging data to identify opportunities
to improve customer experience and build customer loyalty. This role aligns key functions to establish
and continuously improve a measurement framework and achievement targets for customer
experience.
Responsibilities include building a multi-year strategy and execution roadmap, managing and owning
all aspects of the program, coordinating input of stakeholders, holding the team accountable to
commitments and timelines and communicating progress and updates to all levels of the organization.
● Customer Excellence Strategy: Develop and execute a comprehensive customer excellence
framework that enhances satisfaction, loyalty, and brand advocacy.
● Quality Assurance Leadership: Oversee quality assurance programs to ensure best-in-class
service delivery, compliance, and operational consistency.
● Customer Complaints & Resolution: Lead and optimize the customer complaints function,
implementing proactive solutions to reduce pain points and improve resolution efficiency.
● Voice of the Customer (VoC): Champion data-driven customer insights, feedback loops, and
sentiment analysis to drive business decisions.
Technology & Innovation: Utilize AI, automation, and CX analytics to enhance customer
interactions and streamline processes.
● Cross-Functional Collaboration: Partner with Product, Operations, Sales, and Technology teams
to align on customer-centric initiatives and priorities.
● Change Management: Lead cultural transformation initiatives that embed customer excellence
as a core business value.
● Leadership & Development: Build and mentor a high-performing team, fostering a culture of
accountability, innovation, and customer obsession.
Job Requirements:
Background & Experience
● 10+ years of leadership experience in Customer Experience, Quality Assurance, or
Service Operations within a global organization.
● Proven track record in driving CX transformation, leveraging digital tools,
automation, and AI.
● Strong knowledge of CX metrics (NPS, CSAT, CES, etc.) and the ability to translate
insights into strategic actions.
● Expertise in customer journey mapping, process optimization, and service
design.
● Experience in leading customer complaints and resolution functions, with a
data-driven and empathetic approach.
● Exceptional stakeholder management and the ability to align cross-functional
teams on CX priorities.
● Strong analytical, problem-solving, and decision-making skills.
● Experience in scaling global customer experience operations, particularly in
fast-paced, high-growth environments.
● Passionate about customer-first culture with a strong business acumen and
executive presence.
● BA or BS in business, marketing or other related field. MBA a plus.
Organizational Interlocks
● Operations functions
● IT
Data/Analytics
● Sales
● Product Management
● Marketing
● SET Members and other SLTs
● HR
Category: Customer Support
