Director, Customer Experience & Operational Excellence

Brink’s Inc; United States; On-site; USD 85,000 - 107,000; Full time

Job summary

Brink’s Inc. in the United States is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery and align claims, metrics, and processes with our mission and values.

The role requires 10+ years of experience in logistics or banking, with strong project management and data-driven leadership to drive improvements and deliver measurable outcomes.

Qualifications

• Bachelor’s degree or higher is required.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Functional experience in project management, treasury, or cash management.

Responsibilities

• Lead program and account management for 3–5 of Brink’s largest customers.
• Ensure successful execution of new implementations and service changes in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution planning with Continuous Improvement and Product teams.
• Champion customer journey mapping and continuous improvement across all service touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews, providing insights on quality, performance, and project status.
• Manage and develop a high-performing team of 5–9 individuals.
• Own customer communications and executive-level reporting.

Skills

Project management

Treasury

Cash management

Logistics

Education

Bachelor’s degree or higher

Job description

Brink’s Inc. in the United States is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery and align claims, metrics, and processes with our mission and values.

The role requires 10+ years of experience in logistics or banking, with strong project management and data-driven leadership to drive improvements and deliver measurable outcomes.