Remote Senior Leader, Customer Experience & Ops

Brink's; Montpelier (VT); 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 for Brink's Customer Operations, aligning claims, metrics, and service processes with the company's mission.

The role leads end-to-end service delivery, drives cross-functional collaboration, data-driven decision-making, and develops a high-performing team. The position focuses on customer-centric strategies, operational excellence, and owning communications and executive

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 in partnership 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.

Job description

Brink's is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to provide strategic leadership for Brink's Customer Operations, aligning claims, metrics, and service processes with the company's mission.

The role leads end-to-end service delivery, drives cross-functional collaboration, data-driven decision-making, and develops a high-performing team. The position focuses on customer-centric strategies, operational excellence, and owning communications and executive