Remote Senior Manager, Customer Experience Excellence

Brink's; Trenton (NJ); Remote; USD 85,000 - 107,000; Full time

Job summary

Brink’s is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery, align claims, metrics, and processes with the company's mission and strategic plan, and drive exceptional customer experiences through cross-functional collaboration and data-driven decisions.

The role oversees a 5–9 person team, manages 3–5 major customers, guides deployments and service changes, and reports on quality and performance to executive leadership, while

Qualifications

• Bachelor’s degree or higher 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 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.

Skills

Program management

Leadership

Cross-functional collaboration

Data-driven decisions

People leadership

Operational excellence

Strategic leadership

Problem solving

Relationship building

Education

Bachelor’s degree or higher

Job description

Brink’s is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery, align claims, metrics, and processes with the company's mission and strategic plan, and drive exceptional customer experiences through cross-functional collaboration and data-driven decisions.

The role oversees a 5–9 person team, manages 3–5 major customers, guides deployments and service changes, and reports on quality and performance to executive leadership, while