Customer Excellence Training Specialist
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.
Job Summary
Iron Mountain is seeking a motivated Customer Excellence Training Specialist to join our Customer Excellence team.
In this role, you will be responsible for designing, delivering, and optimizing training, quality, and performance strategies to elevate employee capability and customer satisfaction.
You will join a collaborative team that partners closely with Leadership, Workforce Management, and Operations to ensure all employees receive effective onboarding and real-time coaching aligned with our business objectives.
What You’ll Do
In this role, you will:
Design and deliver comprehensive training programs—including onboarding, debt negotiation, and system usage—utilizing diverse instructional techniques to ensure staff achieve necessary competency levels.
Collaborate with Leadership, Quality Assurance, and Global Process Owners to identify skill gaps through data analysis and develop targeted remedial programs that improve service performance.
Ensure all training materials and delivery methods strictly adhere to internal policies and relevant regulations, such as the Fair Debt Collection Practices Act (FDCPA).
What You’ll Bring
The ideal candidate will have:
1+ years of experience in Shared Services, Global Business Services (GBS), or specialized Training environments.
Strong knowledge of collections, disputes, and service inquiries, along with proficiency in Google Workspace tools like Google Slides and Google Sheets.
Proven ability in public speaking and facilitation, with the skill to engage diverse audiences and translate performance metrics into actionable training initiatives.
Bachelor’s degree in Business, Education, or Finance (preferred) and a C1 level of English proficiency.
What We Offer (Benefits)
Location: Remote.
Travel: International travel is required for this position.
Work-Life Balance: Flexible work options and alternative work arrangements to support your personal well-being.
Health & Wellness: Comprehensive health, wellness, and retirement plans.
Growth: Opportunities for continuous learning and professional development within a global organization.
Call to Action: Ready to help us elevate our customer excellence? Apply today to join the Iron Mountain team and start making an impact!
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