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.
Iron Mountain is seeking a vision-driven Customer Excellence Manager to join our Customer Excellence team.
In this role, you’ll play a key part in elevating our service delivery standards while leading and empowering a high-performing team. You’ll have the opportunity to drive operational excellence, champion transformation initiatives, and ensure our cross-functional processes continuously evolve to exceed customer expectations. Here, your leadership will foster a collaborative environment where every team member is supported to reach their full potential.
What You’ll Do (Responsibilities)
In this role, you will:
- Lead Operational Excellence: Guide day-to-day team activities, manage workload distribution based on priority and capacity, and track operational KPIs to ensure SLA compliance.
- Drive Transformation & Continuous Improvement: Identify process optimization opportunities to streamline manual workflows, and actively participate in system implementations, testing, and training.
- Empower & Develop Talent: Provide ongoing coaching, constructive feedback, and structured onboarding/offboarding support to cultivate an engaged, high-performing team culture.
- Manage Stakeholders & Escalations: Serve as a trusted point of contact for internal and external escalations while collaborating cross-functionally across Operations, Billing, Collections, and Sales.
What You’ll Bring (Skills & Qualifications)
The ideal candidate will have:
- Proven experience in leading, coaching, and managing customer support or customer care operations teams.
- Advanced proficiency in German and English (both written and spoken).
- Strong knowledge of CRM systems (Salesforce is a distinct advantage) and operational reporting using MS Office suite.
- Demonstrated understanding of end-to-end customer care, billing, disputes, and collections processes.
- Strong analytical, problem-solving, and cross-functional stakeholder management abilities.
What We Offer (Benefits)
- Location: Cluj, hybrid (2-year fixed term contract.
- Competitive compensation and benefits aligned with experience.
- Flexible work options to support work–life balance.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.
Ready to lead with purpose and shape the future of our customer experience? Apply today to take the next step in your career journey with Iron Mountain.
Category: Customer SupportSkills Required
- Experience leading, coaching, and managing customer support or customer care operations teams
- Advanced proficiency in German and English, written and spoken
- Strong knowledge of CRM systems; Salesforce experience is advantageous
- Operational reporting experience using the Microsoft Office suite
- Understanding of end-to-end customer care, billing, disputes, and collections processes
- Strong analytical and problem-solving abilities
- Strong cross-functional stakeholder management abilities
Iron Mountain Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Iron Mountain and has not been reviewed or approved by Iron Mountain.
-
Inclusive Benefits Coverage — Inclusive, modern offerings are emphasized, including support for mental health, gender‑affirming care (with travel/lodging where needed), and family‑planning benefits. Recognition for disability inclusion is also highlighted, which aligns with accessible benefits and leave support.
-
Retirement Support — A formal 401(k) program is described with automatic enrollment and a clear employer match structure, with immediate vesting referenced in the materials. Access to supporting infrastructure and guidance is noted through dedicated benefits portals and administrators.
-
Healthcare Strength — Multiple national medical plan options are outlined, along with care navigation, virtual primary care, and pharmacy coverage. Additional wellbeing support is described via EAP services and structured wellbeing programming.
Iron Mountain Insights
What We Do
Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts.
Gallery
