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Iron Mountain

Senior Vendor and Operations Relationship Manager

PHL | Taguig City | Units 1 & 4, 17th Floor, Arthaland Century Pacific Tower, BGC Full time

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 stor​y 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 dynamic Senior Vendor and Operations Relationship Manager to join our Customer Excellence team. In this role, you will be responsible for cultivating a strong, long-term partnership, ensuring contractual adherence, and governing vendor performance to achieve key business objectives. This role combines strategic planning with hands-on leadership to enhance workflows, improve Customer Excellence team performance, and achieve organizational objectives. You will lead direct reports within the Customer Excellence organization, focusing on managing escalations, optimizing workflows, and ensuring compliance across the entire customer lifecycle, from onboarding to collections management.

What You’ll Do

In this role, you will:

  • Lead the strategic partnership and formal governance framework for the Customer Excellence vendor relationship, actively monitoring performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and holding the partner accountable for results and continuous improvement.
  • Collaborate with internal department leaders, including Operations, Finance, and Information Technology (IT), to ensure their requirements are met by the vendor, and effectively communicate vendor performance and relationship status to executive leadership.
  • Ensure compliance and risk oversight by managing the full lifecycle of the vendor agreement, conducting periodic risk assessments, and guaranteeing the Customer Excellence partner operates in full alignment with all applicable laws and regulations.

What You’ll Bring

The ideal candidate will have:

  • A minimum of 7 years experience with at least 3 of those years having vendor management experience and experience with managing Customer Excellence or third-party relationships within a contact centre or collections environment.
  • Strong knowledge of contract law, vendor management best practices, and financial regulatory compliance, including familiarity with financial reporting standards and tax compliance.
  • Proven ability in contract negotiation, commercial oversight, and team leadership across multiple levels, demonstrating strong financial acumen and analytical capabilities.
  • A College degree is required, and a Master's Degree (completed or at least 70% in progress) is preferred.

Call to Action

If you are a strategic leader with deep experience in Customer Excellence governance and a passion for driving partner performance, apply now to join the Iron Mountain team!

Category: Customer Support