Senior Director, Global Support & Growth Businesses

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, let's start the conversation.

Iron Mountain is seeking a visionary and strategic Senior Director, Global Support & Growth Businesses to join our Customer Excellence team.

In this role, you will be responsible for shaping and delivering world-class service across Iron Mountain's highest-growth and most complex business segments—Asset Lifecycle Management, Iron Mountain Data Centers, and Digital—while simultaneously driving enterprise-wide programs that protect revenue, elevate service quality, and future-proof the Customer Excellence operating model. You will hold ultimate operational and strategic accountability for scaling customer excellence for growth businesses, initially overseeing more than $3 billion (USD) in customer billing and invoicing with a mandate to double this footprint to over $6 billion in the coming 5 years.

This leader operates at the intersection of customer experience, commercial outcomes, and operational innovation, guiding a high-performing global team of directors and managers across workforce management, quality, major accounts, escalations, process improvement, and retention.

What You’ll Do

In this role, you will:

• Growth Industry Service Delivery & Strategy: Own end-to-end service delivery and develop multi-year capability roadmaps for Asset Lifecycle Management, Iron Mountain Data Centers, and Digital business segments, ensuring service models scale in step with rapid commercial expansion.

• Workforce Management & Quality Governance: Provide strategic leadership for the Customer Excellence Workforce Management and Quality Management programs, optimizing staffing, capacity planning, forecasting, and interaction standards across all global care, billing, and collections touchpoints.

• Global Accounts & Executive Escalations Management: Design and oversee tailored high-touch service delivery frameworks for Major Vertical accounts, while serving as the visible senior owner for the enterprise-wide executive escalation framework to rapidly stabilize critical customer relationships.

• Process Improvement & Revenue Retention: Direct a dedicated team tasked with closing tactical process gaps in customer care and billing workflows, while leading the "Save the Customer" program to proactively identify churn risk, deploy targeted retention playbooks, and protect enterprise revenue.

What You’ll Bring

The ideal candidate will have:

• 10+ years of progressive Customer Excellence, customer success, or operations leadership experience, with prior senior director or equivalent experience required.

• Strong knowledge of multiple Customer Excellence disciplines, including specialized service delivery for high-growth/tech segments (such as data centers or digital services), workforce management, quality systems, and revenue retention strategies.

• Strategic Planning & Scale: Proven capability to build executive-level business cases, manage complex functional budgets, and lead cross-functional implementation programs that scale operational capacity alongside exponential revenue growth.

• Change Leadership & Executive Influence: Demonstrated history as a change agent building high-performance cultures across matrixed, outsourced, and globally distributed teams, with exceptional communication skills capable of influencing up to the Chief Executive Officer and executive suite level.

• Data Synthesis & Operational Rigor: Expert ability to analyze large volumes of operational, financial, and customer data to establish Service Level Agreements and Key Performance Indicators, turning insights into decisive action plans.

• Ability to travel up to 20%.

If you are ready to lead operational innovation, future-proof a global operating model, and double the scale of our highest-growth business segments, apply today to join the Iron Mountain team!

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