Customer Excellence Manager (German)

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.