Remote Senior Manager, Customer Experience & Operations

Brink's; Santa Fe (NM); Remote; USD 85,000 - 107,000; Full time

Benefits offered by this job

Remote work

Job summary

Brink's is seeking a Senior Manager of Customer Operational Excellence for Financial Institutions to lead the Customer Operations group, driving end-to-end service delivery and customer-focused strategies. The role requires coordinating with cross-functional teams to align claims, metrics, and service processes with Brink’s mission and strategic plan.

The position emphasizes data-driven decision-making, team development, and executive-level reporting to ensure exceptional customer experiences

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 large Brink’s customers.
• Ensure successful implementations and service changes with project teams.
• Act as final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution with Continuous Improvement and Product teams.
• Champion customer journey mapping and service improvements across touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Own reporting and executive-level communication on performance and status.

Education

Bachelor’s degree or higher

Job description

Brink's is seeking a Senior Manager of Customer Operational Excellence for Financial Institutions to lead the Customer Operations group, driving end-to-end service delivery and customer-focused strategies. The role requires coordinating with cross-functional teams to align claims, metrics, and service processes with Brink’s mission and strategic plan.

The position emphasizes data-driven decision-making, team development, and executive-level reporting to ensure exceptional customer experiences