Customer Service Project Manager

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 stor y while evolving your skills in a culture that will welcome your unique contributions? If so, lets start the conversation.

In this role, you will be responsible for developing and executing a comprehensive regional transformation strategy aligned with our Global Care Goals and Objectives (G&Os). You will act as a catalyst for change, championing program initiatives that foster a culture of innovation and driving the adoption of new technologies across the region.

You will join a forward-thinking team where you will lead digital integration, manage high-level stakeholder relationships, and leverage data to optimize our service delivery. At Iron Mountain, we encourage you to "Climb Higher" as you help us redefine the customer experience and transform the digital landscape.

What You’ll Do

In this role, you will:

• Lead Strategic Change: Articulate and drive a regional transformation roadmap, championing initiatives that introduce new technologies and processes to enhance operational efficiency and competitive advantage.
• Drive Data-Driven Innovation: Evaluate and implement digital platforms and self-service solutions, leveraging advanced analytics to inform strategy, mitigate risks in Business As Usual (BAU) operations, and ensure compliance with cybersecurity best practices.
• Facilitate Global Collaboration: Partner with cross-functional stakeholders and Product Owners to identify optimization opportunities, while managing external vendor relationships to maximize value delivery across the organization.
  
  

What You’ll Bring

The ideal candidate will have:

• 2+ years of experience as a Business Analyst or in a similar role within a customer care or service environment, supported by a Bachelor’s degree in Business Administration, Analytics, or a related field.
• Strong Technical & Analytical Skills: Proficiency in data visualization tools (such as Tableau, Power BI, or Excel) and experience with Customer Relationship Management (CRM) and contact center platforms.
• Expertise in Service Metrics: Deep knowledge of customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), alongside familiarity with process improvement frameworks like Lean or Six Sigma.
• Leadership & Communication Excellence: Proven ability to mentor a high-performing team and communicate complex transformation visions to stakeholders at all levels to inspire buy-in.
  
  

What We Offer

• Competitive compensation and benefits aligned with your transformation expertise.
• Comprehensive health, wellness, and retirement plans to support your total well-being.
• Flexible work options to support a healthy work–life balance.
• Paid time off and holiday allowances to ensure you have time to recharge.
• Opportunities for continuous learning and professional growth within a global industry leader.
  
  

Call to Action

Are you ready to lead the next evolution of customer service?

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

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: J0097422

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