Remote Senior Manager, Customer Experience & Operations

Brink's; Cheyenne (WY); 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, aligning claims, metrics, and processes with our strategic plan. You will drive customer-centric strategies, mentor a 5–9 person team, and partner with Product, Operations, Technology, and Sales.

The role requires strategic leadership, journey ownership, and a track record of cross-functional impact, with a focus on operational excellence and measurable outcomes.

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 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.

Skills

Strategic Leadership

Customer Journey Ownership

Cross-Functional Collaboration

Data-Driven Decision-Making

People Leadership

Operational Excellence

Drive for Results

Relationship Building

Project Management

Lean/Process Improvement

Innovation

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, aligning claims, metrics, and processes with our strategic plan. You will drive customer-centric strategies, mentor a 5–9 person team, and partner with Product, Operations, Technology, and Sales.

The role requires strategic leadership, journey ownership, and a track record of cross-functional impact, with a focus on operational excellence and measurable outcomes.