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About the Role
As the Head of Digital Operations in Germany, you will lead day-to-day and long-term digital service delivery across multiple centers, directly shaping the growth and profitability of a ca. €22M business. You will drive operational excellence, foster a continuous learning environment, and elevate customer experience through data-driven decisions and continuous process optimization.
Responsibilities
- Manage and sustain business strategies, budgets, and operational performance across assigned German centers to optimize financial performance, P&L, and expense control.
- Build and coach a high-performing team of approximately 200 employees and supervisors, cultivating a culture of continuous learning, accountability, safety, and innovation.
- Oversee service quality, labor utilization, and customer satisfaction by actively applying key performance indicators (KPIs) and Voice of the Customer (VOC) feedback.
- Manage facilities, vehicles, health and safety (BHP) standards, and system conversions with data centers while balancing Capex investments efficiently.
- Collaborate closely with Sales, HR, IT, and Finance partners to drive revenue growth, execute organizational changes, and implement digital initiatives.
Requirements
- Extensive leadership experience in non-voice Business Process Outsourcing (BPO/BPM) operational management (mailroom, scanning, data capture).
- Strong knowledge of P&L management, financial forecasting, database reporting, and document management solutions (experience with Kofax Capture/KTM preferred).
- Proven capability in LEAN or process optimization methodologies within globally matrixed organizations.
- Fluent verbal and written communication skills in both German and English.
Skills
- P&L management
- Financial forecasting
- Database reporting
- Document management solutions
- Kofax Capture/KTM
- LEAN methodologies
- Process optimization methodologies
- German language proficiency
- English language proficiency
Location
- Germany
Work Type
- Full-time
Experience Level
- Extensive leadership experience
Education Level
- Bachelor's degree required
- MBA or advanced degree preferred
Salary/Compensations
- Competitive compensation and benefits aligned with experience.
Benefits
- Flexible work options/alternative work options to support work–life balance.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.
About the Company
- At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet.
- 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.