Senior Manager, Customer Excellence

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Iron Mountain A tiempo completo

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.

Senior Manager of Customer Excellence

Elevate our customer experience in Bogota As the Senior Manager of Customer Excellence, you'll lead our GBS center's call center operations, driving strategic initiatives to ensure top-tier service delivery. You'll partner with leadership to transform customer interactions and achieve measurable results.

What We Offer
  • Opportunity to be part of an ever-evolving global organization focused on transformation and innovation.
  • A culture of belonging in which you are encouraged to use your voice.
  • Global connectivity with 26,000+ colleagues across 60 countries.
  • Total Rewards to support your career and wellbeing.
  • Competitive compensation and benefits package.
  • Professional development and growth opportunities.
Key Responsibilities
  • Lead and develop call center supervisors, driving performance and achieving key metrics.
  • Implement and refine customer service strategies to ensure best-in-class delivery.
  • Collaborate with cross-functional teams to resolve customer issues and improve processes.
  • Analyze data to identify trends and optimize service delivery.
  • Manage escalated customer issues and ensure timely resolution.
  • Drive process improvements to enhance customer experience and operational efficiency.
Requirements
  • Bilingual proficiency in English. Portuguese is a plus.
  • Black Belt certification or in the process of getting certified.
  • Strong people management skills and experience.
  • MBA.
  • Proven experience in customer experience and journey mapping improvements.
  • Strong change management skills.
  • Proficiency in data analysis and reporting.
  • Minimum 5 years of experience in a similar customer excellence or call center management role.
  • Excellent communication and interpersonal skills.

Join us at the Mountain where culture and values are practiced and respected every day.

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 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: J0086493

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