Principal Architect, CX Analytics & Automation

Location: US | TN | Remote

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.

Function: Customer Excellence (CX)

Reports To: Senior Director, North America CX Delivery

Job Level: P5 Individual Contributor – Technical & Analytical IC

Location: US-Based - Remote

Job Summary

The Principal Architect - CX Analytics & Automation is a US-based technical and analytical individual contributor serving as the primary thought leader in Customer Excellence Analytics and Automation. This role is responsible for architecting complex Account-to-Cash (A2C) and Customer Care solutions to support enterprise operations and drive bad debt expense (BDE) improvements and broader operational cost savings through transformation and automation. Serving Collections Strategy and acting as an Analytics and Automation Advisor across Revenue, this role maps end-to-end process architectures to eliminate root friction across the full range of A2C and Customer Care scopes.

Job Level

Serves as the primary thought leader and senior technical IC supporting enterprise operations in CX Analytics and Automation. Translates deep business understanding of A2C and Customer Care scopes into solution architecture, automation roadmaps, and analytics strategies that drive efficiency and bad debt reduction.

What You'll Do

Thought Leadership & CX Strategy

• Serve as the primary thought leader in the Customer Excellence Analytics and Automation space, driving technical and analytical strategy across enterprise operations.
• Act as Analytics and Automation Advisor across Revenue to identify opportunities for driving broader operational cost savings.
• Partner closely with Collections Strategy leadership to support BDE mitigation targets through advanced analytics and automated workflows.

Solution Architecture & Process Optimization

• Architect complex A2C and Customer Care solutions leveraging deep business understanding of end-to-end revenue processes.
• Map end-to-end value streams and process architecture to identify and eliminate root friction in collections and customer care workflows.
• Oversee customer master data management strategies and structure complex customer hierarchies to ensure seamless data integrity and reporting across global enterprise accounts.
• Drive BDE and operational cost savings through transformation, process re-engineering, and automation initiatives.

Analytics & Automation Advisory

Provide strong analytical expertise in collections strategy and automation across the full range of A2C and Customer Care scope.

Design and deliver analytical tools and automated frameworks to unblock complex collection barriers and streamline decision-making.

What You'll Need

• Extensive experience in CX Analytics and Automation, serving as a primary thought leader in solution architecture.
• Deep business understanding of Account-to-Cash (A2C) and Customer Care scopes to architect complex solutions.
• Proven track record of mapping end-to-end process architectures and eliminating root friction to drive BDE improvements and cost savings.
• Strong analytical expertise in collections strategy and automation across enterprise revenue platforms.
• Experience with customer master data management and managing complex customer account hierarchies across ERP systems.
• Deep analytical capabilities to explore and model complex data structures using SQL and other analytical tools, balanced with a solid understanding of business-side revenue functions.
• Exceptional written and verbal communication skills, with proven success presenting strategic proposals to senior executives.
• Bachelor's degree in Information Systems, Business Administration, Finance, or related field (Master's preferred).
• This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions.
• Reasonably expected salary range: $142,100.00 - $189,400.00
• Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.
• Category: Project/Program Management Group
• Additional Locations: US | DC | Remote