Head of Customer Experience & Ops Excellence - Remote

Brink's; Dover (DE); Remote; USD 85,000 - 107,000; Full time

Job summary

Brink's is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to provide strategic leadership and oversee end-to-end service delivery for major customers.

You will align claims, metrics, and processes with Brink’s mission and values, driving customer-centric performance across teams. You will lead cross-functional initiatives, champion continuous improvement, and develop a high-performing team while reporting to senior leadership.

Qualifications

• Bachelor’s degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking; treasury or cash management experience a plus.

Responsibilities

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

Skills

Strategic Leadership

Project Management

Customer Interaction Skills

Analytical Skills

Relationship Building

Operational Knowledge

Education

Bachelor’s degree or higher

Job description

Brink's is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to provide strategic leadership and oversee end-to-end service delivery for major customers.

You will align claims, metrics, and processes with Brink’s mission and values, driving customer-centric performance across teams. You will lead cross-functional initiatives, champion continuous improvement, and develop a high-performing team while reporting to senior leadership.