Senior Manager, Customer Experience & Operations

brinks; United States; On-site; USD 85,000 - 107,000; Full time

Job summary

Brink's is seeking a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership and oversee end-to-end service delivery across Brink's Customer Operations.

You will champion customer-centric strategies, align claims, metrics, and service processes with our mission, lead 3-5 large client programs, and develop a high-performing team of 5-9 professionals while reporting to executives.

Qualifications

• Strong program and account management capabilities.
• Leadership of cross-functional teams.
• Data-driven decision making and analytics.

Responsibilities

• Lead program and account management for 3-5 of Brink's largest customers.
• Coordinate with internal project teams for new implementations and service changes.
• Act 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 service touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews with insights on quality and status.
• Manage and develop a high-performing team of 5-9 individuals.
• Own customer communications and executive-level reporting.

Job description

Brink's is seeking a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership and oversee end-to-end service delivery across Brink's Customer Operations.

You will champion customer-centric strategies, align claims, metrics, and service processes with our mission, lead 3-5 large client programs, and develop a high-performing team of 5-9 professionals while reporting to executives.