Senior Manager, Customer Experience & Operations (Remote)

Brink's; Boise (ID); Remote; USD 85.000 - 107.000; Vollzeit

Zusammenfassung

Brink’s is seeking a Sr Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery for major customers. The role drives customer-centric strategies with cross-functional teams, analytics, and performance reporting.

The candidate will manage a team, partner with Product and Operations, and own executive-level communications to ensure exceptional customer experiences and ongoing improvements.

Qualifikationen

• Bachelor’s degree or higher.
• 10+ years of professional experience.
• 7+ years in logistics or banking.

Aufgaben

• Lead program and account management for 3–5 of Brink’s largest customers.
• Ensure successful implementation by project teams and change management.
• Act as final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution planning with CI 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.

Kenntnisse

Strategic Leadership

Customer Journey Ownership

Cross-Functional Collaboration

Data-Driven Decision-Making

People Leadership

Operational Excellence

Drive for Results

Culture Champion

Proactive Leadership

Innovation

Relationship Building

Strategic Management

Brink’s Organizational Acumen

Project Management

Brink’s Operational Knowledge

Problem Solving and Root Cause

Customer Interaction Skills

Ausbildung

Bachelor’s degree or higher

Jobbeschreibung

Brink’s is seeking a Sr Manager of Customer Operational Excellence - Financial Institutions to lead end-to-end service delivery for major customers. The role drives customer-centric strategies with cross-functional teams, analytics, and performance reporting.

The candidate will manage a team, partner with Product and Operations, and own executive-level communications to ensure exceptional customer experiences and ongoing improvements.