Remote Senior Manager, Customer Experience & Operations

Brink's; Hartford (CT); 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 Brink’s Customer Operations. The role drives end-to-end service delivery, aligning claims, metrics, and service processes with the company’s mission and strategic plan.

The ideal candidate leads cross-functional teams, uses data-driven decisions, and develops high-performing staff to deliver outstanding customer experiences across large financial institutions.

Qualifications

• Bachelor’s degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Project management, treasury, or cash management experience preferred.

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.

Education

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

Job description

Brink’s is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to provide strategic leadership and oversee Brink’s Customer Operations. The role drives end-to-end service delivery, aligning claims, metrics, and service processes with the company’s mission and strategic plan.

The ideal candidate leads cross-functional teams, uses data-driven decisions, and develops high-performing staff to deliver outstanding customer experiences across large financial institutions.