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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.
JOB DESCRIPTION
Principal Architect, CX Analytics & Automation
Function: Customer Excellence (CX)
Reports To: Senior Director, North America CX Delivery
Job Level: P5 Individual Contributor – Technical & Analytical IC
Location: US-Based - Remote
Job Summary
The Principal Architect - CX Analytics & Automation is a US-based technical and analytical individual contributor serving as the primary thought leader in Customer Excellence Analytics and Automation. This role is responsible for architecting complex Account-to-Cash (A2C) and Customer Care solutions to support enterprise operations and drive bad debt expense (BDE) improvements and broader operational cost savings through transformation and automation. Serving Collections Strategy and acting as an Analytics and Automation Advisor across Revenue, this role maps end-to-end process architectures to eliminate root friction across the full range of A2C and Customer Care scopes.
Job Level
Serves as the primary thought leader and senior technical IC supporting enterprise operations in CX Analytics and Automation. Translates deep business understanding of A2C and Customer Care scopes into solution architecture, automation roadmaps, and analytics strategies that drive efficiency and bad debt reduction.
What You'll Do
Thought Leadership & CX Strategy- Serve as the primary thought leader in the Customer Excellence Analytics and Automation space, driving technical and analytical strategy across enterprise operations.
- Act as Analytics and Automation Advisor across Revenue to identify opportunities for driving broader operational cost savings.
- Partner closely with Collections Strategy leadership to support BDE mitigation targets through advanced analytics and automated workflows.
- Architect complex A2C and Customer Care solutions leveraging deep business understanding of end-to-end revenue processes.
- Map end-to-end value streams and process architecture to identify and eliminate root friction in collections and customer care workflows.
- Oversee customer master data management strategies and structure complex customer hierarchies to ensure seamless data integrity and reporting across global enterprise accounts.
- Drive BDE and operational cost savings through transformation, process re-engineering, and automation initiatives.
- Provide strong analytical expertise in collections strategy and automation across the full range of A2C and Customer Care scope.
- Design and deliver analytical tools and automated frameworks to unblock complex collection barriers and streamline decision-making.
What You'll Need
- Extensive experience in CX Analytics and Automation, serving as a primary thought leader in solution architecture.
- Deep business understanding of Account-to-Cash (A2C) and Customer Care scopes to architect complex solutions.
- Proven track record of mapping end-to-end process architectures and eliminating root friction to drive BDE improvements and cost savings.
- Strong analytical expertise in collections strategy and automation across enterprise revenue platforms.
- Experience with customer master data management and managing complex customer account hierarchies across ERP systems.
- Deep analytical capabilities to explore and model complex data structures using SQL and other analytical tools, balanced with a solid understanding of business-side revenue functions.
- Exceptional written and verbal communication skills, with proven success presenting strategic proposals to senior executives.
- Bachelor's degree in Information Systems, Business Administration, Finance, or related field (Master's preferred).
This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions.
Reasonably expected salary range: $142,100.00 - $189,400.00Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.
Category: Project/Program Management GroupSkills Required
- Extensive experience in CX analytics and automation, serving as a primary thought leader in solution architecture
- Deep business understanding of Account-to-Cash and Customer Care scopes to architect complex solutions
- Proven track record mapping end-to-end process architectures and eliminating root friction to drive bad debt improvements and cost savings
- Strong analytical expertise in collections strategy and automation across enterprise revenue platforms
- Experience with customer master data management and complex customer account hierarchies across ERP systems
- Deep analytical capabilities using SQL and other analytical tools to explore and model complex data structures
- Solid understanding of business-side revenue functions
- Exceptional written and verbal communication skills, including presenting strategic proposals to senior executives
- Bachelor's degree in Information Systems, Business Administration, Finance, or a related field
- Master's degree
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.
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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.
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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.
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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.
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