Senior Director, Mortgage Operations


At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

* NON-Remote Position with 50% Travel.

*Responsible for Multi-State site locations.

* Ideal candidates are those residing in Minnesota or North Carolina.

The Global Digital Solutions business is tasked with transformative year over year growth. This key leadership role will play a critical part in the client and operational experience with our direct client and will be the subject matter expert on Mortgage operational procedures and best practices in the overall re-engineering process to Optimize, Standardize and Industrialize the delivery model while maintaining a customer obsessed focus. The role of the Director of Digital Operations, with a focus on mortgage is defined below, with a direct reporting line to the VP, Digital Services.

This position’s location will be based in Charlotte, NC or Shoreview, MN and is an in office role. The Senior Director will have people leadership, operational, P&L and customer relationship responsibility for a $20M multi-site program with domestic and international locations.


  • Responsible for planning, executing, and managing the operational and customer objectives.
  • Have an in depth knowledge of Fannie, Freddie, Ginnie and Non Agency regulations and guide requirements.
  • Regularly interact with the Customer which includes regular updates, escalations and new initiatives.
  • Manage the Operations department to meet or exceed service level expectations to meet client SLA’s
  • Establish and track internal Key Performance Indicators to monitor workflow and assess performance and develop action plans to address underperformance
  • Monitor daily performance of all operations and management by taking action to maintain operational compliance with all company policies, procedures, and cost control objectives.
  • Develop short, mid, and long-term goals for improving processes and optimizing technology, lead organizational change initiatives with relevant stakeholders to secure buy-in and adoption, successful implementation, after-action reviews to solicit feedback and address any remaining issues
  • Establish KPIs and metrics to track and report on performance of processes and transform data into actionable insights and recommendations.
  • The Director will lead and/or support optimization initiatives and projects while providing leadership and driving behaviors of direct reports through Operational Excellence.
  • Work cross-functionally with the other teams in the organization and interact with all levels of the organization to manage the business.
  • Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment
  • Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensure Iron Mountain’s core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce.
  • Effective manage complex decision making process with significant organizational impact, managerial and budgetary responsibilities.

Key Skills, Requirements and Competencies:

  • 7 to 15 years’ experience leading/managing in a customer focused service industry
  • Undergraduate degree preferred
  • Graduate degree preferred
  • Knowledge of general mortgage industry
  • Experience in a fast-pace, high-volume industry
  • Previous experience in a matrix management organization
  • Previous experience managing client accounts, developing client relationships and maintaining a high degree of client retention.
  • Strong P&L experience of similar scope and size
  • Strong business and financial acumen
  • Demonstrated ability to build short and long-term business plans
  • Ability to apply decisions, and to think in broad terms, considering the impact of decisions across the entire company and Customers.
  • Financial Acumen: Solid understanding of financial statements and how to use the data to make business decisions.
  • Exceptional hands-on problem-solving skills and decision-making ability in a fast-paced environment.
  • Exceptional presentation, listening, verbal and written communication skills, including an ability to communicate effectively at an executive level
  • Ability to travel domestically and internationally as needed up to 50% of overall time.

US : Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Operations Group

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, 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, as well as 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.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0062689

LeadFlex Job ID: 92299

External ID: J0062689

ATS Tracking ID: 6615

Vendor ID: 6615

Post Date: 09/15/2023

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