Senior Director, North America CX Delivery

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, North America Customer Excellence Delivery to join our Customer Excellence team.

In this role, you will be responsible for the end-to-end operational performance of Customer Excellence across North America, directly overseeing over 2 million annual customer interactions and over $3 billion (USD) in customer billing and invoicing. You will maintain ultimate accountability for North America Collections, Customer On-boarding and Integration, Billing Operations, and Front-line Customer Care.

You will lead a high-performing team of directors, managers, and Business Process Outsourcing resources dedicated to driving revenue protection, exceptional customer satisfaction, and operational efficiency across a complex, matrixed environment.

What You’ll Do

In this role, you will:

• Strategic Financial & Collections Governance: Own full accountability for the health of the North America accounts receivable portfolio, setting cash collection targets, and developing strategic plans to minimize uncollectible debt.

• Operational Lifecycle Leadership: Lead the end-to-end customer on-boarding, integration, and billing process execution to ensure seamless revenue recognition, audit compliance, and reduced time-to-value for new customers.

• Customer Care Transformation: Provide strategic direction for front-line Customer Care operations, ensuring Service Level Agreements are met while driving cross-functional root-cause analysis to eliminate customer disputes.

• Technology & Systems Architecture: Serve as the primary business owner and interface for all enterprise Customer Excellence Information Technology systems, defining business requirements and driving the technology roadmap for Customer Relationship Management and billing platforms.

What You’ll Bring

The ideal candidate will have:

• 10+ years of progressive leadership experience in Customer Excellence, Finance Operations, or related functions (prior Senior Director experience preferred).

• Strong knowledge of accounts receivable principles, collections strategy, reserve methodologies, and credit risk management.

• Proven ability in leading large-scale front-line customer care operations, managing Business Process Outsourcing partnerships, and driving change leadership within transactional environments.

• Demonstrated capability navigating cross-functional, matrixed, and global organizational dynamics to influence senior stakeholders up to the Chief Executive Officer and executive suite level.

• Ability to travel up to 20%.

Ready to shape the future of customer excellence and drive measurable financial impact for a global leader? Tap into your leadership potential and apply today to join the Iron Mountain team!

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