Global Customer Service Director (North America and EMEA Regions)

Job description

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 transformative Global Customer Service Department Director fully bilingual (English and Spanish) based in Mexico or Colombia to work for the North America and EMEA Regions and willing to join our Global Customer Service team. In this role, you will lead the evolution of our global customer interface, ensuring our IT Asset Disposition (ITAD) clients receive seamless, world-class support from initial contact to final resolution. You’ll have the opportunity to champion significant process improvements, optimizing our technology stack to empower a geographically dispersed team. Here, your strategic expertise will directly elevate our service delivery standards, turning complex logistics challenges into smooth, satisfying customer experiences. What You’ll Bring (Skills & Qualifications) The ideal candidate will have: 10+ years of experience in Customer Service, Client Success, or Service Operations, including 3-5 years managing a global or multi-region team. Regional experience managing and coordinating North America teams and LATAM teams is a MUST. Managing teams in EMEA is a strong nice to have. Strong knowledge of complex, technical service environments, ideally within IT, IT Asset Disposition reverse logistics, or a related field. Proven expertise in departmental re-engineering and continuous improvement methodologies (e.g., Six Sigma, Lean). Deep understanding of CRM systems (such as Salesforce, HubSpot, or Zendesk) to drive operational efficiency and data reporting. Exceptional communication and negotiation skills for managing senior client relationships and internal stakeholders. What You’ll Do (Responsibilities) In this role, you will: Lead and empower global teams: Manage and coach Customer Service Representatives across regions, establishing consistent standards for interaction and issue resolution. Streamline service delivery: Oversee end-to-end workflows for IT Asset Disposition operations, including pickup scheduling, tracking, and reporting. Drive process re-engineering: Design and execute re-organization plans to optimize efficiency and scale operations using technology like CRM systems and automated ticketing. Manage complex escalations: Serve as the senior escalation point for client inquiries, driving effective resolutions and maintaining strong relationships with key stakeholders. Track and elevate performance: Develop and monitor key performance indicators (KPIs) to measure service health and the impact of continuous improvement initiatives. What We Offer (Benefits) Competitive compensation and benefits aligned with experience. Flexible work options/alternative work options to support work–life balance. Comprehensive health, wellness, and retirement plans. Opportunities for continuous learning and professional growth. Ready to lead a global team and make a real impact? Apply today to take the next step in your career with us. Category: Sales