Remote Senior Manager, Customer Experience Excellence

Brink's; Salt Lake City (UT); Remote; USD 85,000 - 107,000; Full time

Job summary

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s leads strategic customer operations, aligning claims, metrics, and service processes with the company’s mission.

You will drive end-to-end service delivery and develop teams to deliver exceptional customer experiences. You will manage 3–5 large customers, coordinate with cross-functional teams, and report to executives on quality, performance, and progress.

Qualifications

• Bachelor’s degree or higher
• 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 major customers.
• Execute new implementations and service changes with project teams.
• Escalate and resolve customer service issues and claims.
• Drive root-cause analysis with CI and Product teams.
• Map customer journeys and drive continuous improvement.
• Optimize back-office and service delivery with cross-functional teams.
• Lead reviews and report on quality, performance, and status.
• Develop a high-performing team of 5–9.
• Communicate with customers and executives.

Education

Bachelor’s degree or higher

Master’s degree

Job description

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s leads strategic customer operations, aligning claims, metrics, and service processes with the company’s mission.

You will drive end-to-end service delivery and develop teams to deliver exceptional customer experiences. You will manage 3–5 large customers, coordinate with cross-functional teams, and report to executives on quality, performance, and progress.