Imaging Operations Manager

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 lets start the conversation.

Position Summary

The Operations Manager for Digital Solutions is responsible for the delivery of services in Iron Mountains 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 Mountains 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 organizations expectations related to privacy security safety and upholding the companys 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 Mountains 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 leaders 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.

• Bachelors 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.