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Director, Customer Care Operations

Iron Mountain Inc.

This is a Full-time position in Norcross, GA posted June 17, 2021.

Director, Customer Care Operations Norcross , Georgia Apply Now

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world.

Our people have the opportunity to bring their creativity to a workplace that thrives on change.

Here, you will be part of a team that doesn’t just embrace what’s exceptional.

It creates exceptional.

Responsibilities :

The Director, Customer Care Operations will be responsible for driving business strategy and execution to deliver end-to-end customer experience in support of Customer Cares strategy.

Incumbent will lead the day-to-day operational and strategic call center functions to ensure effective quality service delivery to our customers.

This person will collaborate with all levels of leadership to develop, execute and monitor transformational activities aligned with our Customer focused strategy while driving measurable and sustainable business results.

Will lead CARE business units.

Influence and align cross-functional stakeholders to an actionable plan for improving the experience.

Establish strong cross-functional relationships with execution partners in order to implement improvement initiatives and enhance the customer experience.

● Provides leadership to supervisor of their respective business lines, manage key performance indicators for metrics

● Ensures best-in-class service delivery and efficiency in alignment with organization goals, drive, communicate, and implement a best in class customer service value model.

● Partner with other departments and management to accommodate timely and complete issue resolution

● Analyze representative performance data as well as customer interaction results to manage team’s performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution.

● Leads and directs functional business of Customer Care

● Managers team and individual performance

● Delivers and holds team to key business metrics

● Reports out on business analytics and trends

Key Skills, Requirements and Competencies :

● Ability to drive change and influence individuals at all levels within an organization,

● Ability to translate business strategies into clear objectives for the team

● Proficient in Microsoft Word, Excel, and PowerPoint

● Driving strategy

● Experience leading an operational call center

US: Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Customer Services & Support Group

Iron Mountain is committed to a policy of equal employment opportunity.

We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0029567

Iron Mountain is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request reasonable accommodation if you are unable or limited in your ability to use or access the Iron Mountain Careers website as a result of your disability.

We will make a determination on your request for reasonable accommodation on a case-by-case basis.


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