Remote Senior Manager, Customer Experience & Operations

Brink's; Honolulu (HI); Remote; USD 85,000 - 107,000; Full time

Job summary

Brink’s seeks a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership and end-to-end service delivery across major customers in the US.

This role emphasizes customer-centric strategies, cross-functional collaboration, data-driven decisions, and developing a high-performing team. You will own customer communications, lead executive-level reporting, and drive continuous improvement across service touchpoints, ensuring alignment with Brink’s

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 Brink’s largest customers.
• Oversee new implementations and service changes with internal teams.
• Serve as final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution planning 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

Job description

Brink’s seeks a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership and end-to-end service delivery across major customers in the US.

This role emphasizes customer-centric strategies, cross-functional collaboration, data-driven decisions, and developing a high-performing team. You will own customer communications, lead executive-level reporting, and drive continuous improvement across service touchpoints, ensuring alignment with Brink’s