Remote: Senior Manager, Customer Experience & Operations

Brink's; United States; À distance; USD 85 000 - 107 000; Plein temps

Résumé du poste

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s provides strategic leadership for the Customer Operations group, guiding end-to-end service delivery and customer experience enhancements across major clients.

You will lead cross-functional teams, champion data-driven improvements, and develop a high-performing group of 5–9 professionals while reporting on quality, performance, and project status to executive stakeholders.

Qualifications

• Bachelor's degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Experience in project management, treasury, or cash management.
• Master’s degree preferred.
• 7+ years in armored logistics.
• Experience managing customer care operations.
• Lean/process improvement knowledge.

Responsabilités

• Lead program and account management for 3–5 major customers.
• Oversee new implementations and service changes with project teams.
• Serve as final escalation point for service issues.
• Drive root-cause analysis with Improvement and Product teams.
• Map customer journeys and drive improvements.
• Collaborate to optimize back-office and service delivery.
• Lead internal and external business reviews.
• Develop a team of 5–9 and report on status.
• Communicate with customers at executive level.

Connaissances

Project management

Treasury

Cash management

Lean capabilities

Customer care

Logistics

Stakeholder management

Formation

Bachelor’s degree or higher

Master’s degree

Description du poste

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s provides strategic leadership for the Customer Operations group, guiding end-to-end service delivery and customer experience enhancements across major clients.

You will lead cross-functional teams, champion data-driven improvements, and develop a high-performing group of 5–9 professionals while reporting on quality, performance, and project status to executive stakeholders.