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.
Position Summary
The Operations Manager for Digital Solutions is responsible for the delivery of services in Iron Mountain's Digital Solutions operation in Freehold, NJ. The role will have direct responsibility for operational teams and will ensure operational best practices are in place and followed to ensure timely, accurate, and efficient delivery of services to Iron Mountain's customers. The Operations Manager will also be responsible for managing to key performance indicators, delivering on financial goals, and executing initiatives designed to deliver continuous improvement, scalability and position the operation for future growth.
The Manager will be the operational coordination point for commercial teams seeking support for new opportunities, financial teams seeking accurate financial statements & forecasts, the implementation team seeking partnership & operational readiness for new projects, and for IT in any problem resolution or capacity planning activities to improve the technical environment. The Manager must demonstrate good decision-making skills based upon the near and long-term best interest of the organization and customers that are based on solid business experience and company values. The Manager must also lead by example and be able to create plans that inspire confidence in managed teams, peers in other areas of the organization, and with customers.
Responsibilities
Service Delivery
The Manager will be responsible for the performance of the Digital Solutions Operations under remit. This performance includes meeting customer service level agreements that are typically based on quality, timeliness of delivery. The Manager must be capable of handling adverse situations through root cause analysis, remediation planning, execution of remediation plans and related internal & external communication with the appropriate level of urgency. Capacity planning and productivity expectation setting for production resources based upon customer commitments and financial expectations are key to success in this area.
Financial Acumen
The Manager will need a solid understanding of financials and how to use reporting for trending and pipelines to forecast activity and labor requirements, while understanding the impact to the operation. The Manager will be responsible for providing accurate financial forecasts for revenue and controllable expenses both in the short and near term. The Manager will lead the operations team to deliver on financial forecasts and identify corrective actions when forecasts are not delivered if financial performance needs improvement. The Manager will also be responsible for ensuring proper/complete productivity and cost inputs are used in pricing models and to develop statements of work that are achievable.
Operational Programs Execution
The Manager will lead operational teams in executing organization best practices through the use of standard and supported toolsets, as well as finding the balance between workload and staffing. The role will also be responsible for executing initiatives designed to improve financial performance, promote scalability or other changes designed to improve the business. The Manager will ensure the operation, the processes followed and the staff maintains compliance with the organization's expectations related to privacy, security, safety, and upholding the company's values.
Cross Functional Coordination
When required, the Manager will ensure that effective communication is in place with other functional teams across Iron Mountain. For example, the Manager will be capable of providing actionable information related to requests for assistance from IT resources. The Manager must also be an effective communicator with Commercial peers on Operational status, plans, and any challenges that affect other areas or from which assistance is sought. The Manager will be called upon as the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources.
Leadership & Talent Development
The Manager will have 3+ direct reports consisting mostly of Supervisors and Coordinators and 150+ indirect reports consisting of frontline employees, including a large, flexible, contingent employee population. The Manager should have succession plans in place and be capable of recognizing and developing the potential of staff members. For the frontline team, the Manager needs to skillfully motivate the team to meet productivity targets and customer deadlines through effective communication of these goals, active listening, two-way dialogue and a focus on continuous improvement.
Culture: The Manager will be responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensuring Iron Mountain's core values are upheld, providing necessary leadership and focus to the frontline workforce, driving a culture of safety, and partnering with HR to foster and promote a positive work environment for all employees through active leadership and regular, open, two-way communication will define this leader's success. The Manager will create an environment where innovative ideas from all team members are welcome, reviewed, and actioned.
Skills and Experience
5+ years' of Management experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) or Shared Service center preferred
Working knowledge of technology components required to support BPO operations.
Ability to lead large, diverse operational teams (150 - 300+ employees) and comfortable leading & interacting with technical teams.
Proven ability to develop talent and succession plan
Ability to analyze financial statements, forecast and measure to budget.
Ability to analyze data reports for trending, identifying areas for improvement, billing and production goals.
Broad background in document management; Experience with Kofax Capture, Kofax KTM preferred.
Bachelor's degree preferred.
Must have demonstrated ability for independent decision making, supporting large customer groups, managing highly visible projects and competing demands for resources.
Formal LEAN training and certification desired.
Ability to work well in a globally matrixed organization that is fast paced
Virtual and remote teaming ability
Comfortable leading presentations internally and externally and able to summarize complex issues for communication across different audiences.
Good customer and executive communication skills, written & verbal
Proficiency in computer skills in a PC environment including Microsoft Word, Power Point, Outlook and Excel or equivalent Google Suite of applications.
Ability to travel 10% of the time
This is not a virtual position. 85 - 90% of time will be spent onsite leading the team. Hours may vary at times based on priority projects and the number of shifts being run. Occasional (10 - 15%) admin time from a home office is feasible.
Proficiency in English (verbal and written) required. Bilingual in English and Spanish a plus.
Category: Operations Group
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: J0089338
