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Customer Experience Manager

2 months ago

Norcross, Georgia, United States Iron Mountain Inc Full time
About the Role

As a key member of the Iron Mountain Inc. team, the Customer Experience Manager will be responsible for driving business strategy and execution to deliver exceptional customer experiences. This role will lead the day-to-day operational call center functions to ensure effective quality service delivery to our customers.

Key Responsibilities
  • Develop and execute transformational activities aligned with our customer-focused strategy
  • Lead a CARE business line and influence cross-functional stakeholders to improve the customer experience
  • Establish strong relationships with execution partners to implement improvement initiatives
  • Manage key performance indicators for metrics and ensure best-in-class service delivery and efficiency
  • Partner with other departments and management to resolve customer issues
  • Analyze representative performance data and customer interaction results to improve the servicing model
  • Lead and direct functional business of Customer Care
  • Manage team and individual performance, handle escalated customer escalations, and deliver key business metrics
  • Report on business analytics and trends, and be accountable for hiring decisions
Requirements
  • Good communication skills
  • 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
  • Previous client-facing experience
  • Data analytics skills
  • Experience leading an operational call center