• Senior Operations Manager

    Job Location(s) US-TX-Dallas
    Requisition #
  • Overview

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.


    Responsible for leading and managing all aspects of the operations. Responsible for overall Positive Employee Experience, Customer Satisfaction and Safety within the specific market(s). Provides leadership on all aspects of Operational Excellence and Service Level Agreements. Reports directly to Director, Regional SVP or similar.  Oversees communication regarding day-to-day Mortgage Operations, challenges/concerns.  Knowledge of the Fannie Mae, Freddie Mac and Ginnie Mae Guides are a huge plus.  Responsible for overall management of the specific task order(s). Responsible for the effective management of budget and personnel; accountable for the quality and timely delivery of contractual items. Ensures that all required resources including labor, service standards, computer time, supplies and facilities are available for program operations. Manages program including task deficiency identification, project design, development and execution; maintains close liaison with the customer.  Assists IT services and Implementation on testing and root cause as well as open and follow tickets on all IT issues with Digital Solutions.

    This position leads other Operation Managers with a team of more than 150+ employees and coordinates and executes the implementation of the programs and service offerings. Ensures hands-on active leadership by holding managers and supervisors accountable and ensures safety and security procedures are followed. Works closely with the user base to evaluate, researches and recommends information management solutions.   The position will also provide subject matter expertise support for solution engineering and ongoing process improvement. 


    Key Responsibilities: What are the main responsibilities of the job:  Indicate which are primary (essential to the job).

    % of Time Spent:



    A.     Prepares program objectives in accordance with long-range plans and mission set by management



    B.     Serves as the primary day-to-day contact to include planning, documenting and execution of targeted timelines, as well as the day forward aspects of the operations.



    C.     Leads internal team calls and meetings with the project team, division and districts as well as with customer to move implementation through all phases and to ensure open communication and program progress.  Maintains the day forward communication between client and operations.

    D.     IT point of contact for implementation and issue resolution for internal and external person(s) as well as ticket follow-up and input.






    E.     Develops project plans and utilizes reporting tools to measure quality, security, timelines and compliance to program requirements, while recommending workflow solutions.



    F.     Identifies challenges along with troubleshooting through operational issues as they arise while escalating to Operations Manager or appropriate team.





    Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)


    1. Thorough knowledge Mortgage Industry surrounding document custody operations.
    2. Knowledge of mortgage collateral documents as it pertains document storage and certification.
    3. Strong organization and planning skills for teams larger than 175 employees.
    4. Effective management skills, including proven ability to lead and motivate people.
    5. Ability to develop and implement strategic plans to meet service level agreements consistently
    6. Ability to communicate clearly to customers
    7. Ability to apply decisions, and to think in broad terms, considering the impact of decisions across the entire company.
    8. Ability to analyze data reports for trending, billing and production goals.
    9. Excellent written, oral and formal presentation skills.
    10. Ability to multi-task and prioritize issues in a complex environment.
    11. Proficiency in computer skills in a PC environment including Microsoft Word, Power Point, Outlook and Excel.


    Financial Acumen:  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.


    Leadership: Responsible for driving a strong culture of leadership consistent with standards and approaches to talent assessment.  Ensures development plans are in place, reviewed and completed by all exempt as well as any high potential hourly employees. 


    Problem Solving: Finding the balance between workload and staffing.  Performing time studies to achieve the most efficient and effective production workflow/process.  Analyze quality reports to produce preventative actions.  Process improvement using Lean Sigma or other methodologies regularly.


    Nature of Impact: This role is critical to the success of customer facing programs.  Solid understanding and ability to increase performance and drive production to exceed customer service levels.


    Area of Impact: Directly impacts Digital Solutions revenue by market and territory.  


    Interpersonal Skills: This position requires interaction with multiple areas of Iron Mountain and Client with greater focus on local market communication.  External communication may consist of frequent Customer meetings, written and verbal communication daily. Ability to communicate effectively current processes, service levels and challenges.
    Job / Physical Requirements/Qualifications:
    1. Physical Requirements: Employee will need to be able to lift customer boxes as needed in production environment up to 35 pounds.
    2. Travel Requirements:

    % Total travel:  5%

    % Local travel: 10%

    % Overnight travel: 5%

    1. Utilization of Time and Equipment:



    1.      Laptop / desktop computer, telephone, peripherals, analyze metrics and

    2.      Reporting to measure staff and service level commitments.



    3.      Assist IT or Hardware maintenance


    4.      Solution focus, compliance, team development, operational improvement



    1. Licenses & Certifications Required: Fannie Mae, Freddie Mac and Ginnie Mae Guide knowledge a plus as well as any training certifications in the mortgage industry.


    1. Qualifications: (Circle the minimum and preferred education and experience for the role)

    Minimum Education:  4-Yr College Degree or equal experience                                                    


    Minimum Experience:  7 – 10 Years




    Disclaimer:  This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder.  Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements.  They may be subject to review.  All positions within Iron Mountain may include other duties as assigned. 


    Every Iron Mountain employee has an obligation to promptly report issues and violations.

    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.