Senior Manager, Customer Experience Operations (Remote)

Brink's; Madison (WI); Remote; 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 across Brink’s Customer Operations. You will guide end-to-end service delivery, align claims, metrics and processes with the organization’s mission, and develop a high-performing team.

The role emphasizes cross-functional partnership, data-driven decision making, and delivering exceptional customer experiences for large accounts in a remote-friendly setup.

Qualifications

• Bachelor’s degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Experience managing customer care operations preferred.

Responsibilities

• Lead program and account management for 3–5 of Brink’s largest customers.
• Oversee successful implementations and service changes with internal teams.
• Act as final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and improvement planning with CI and product teams.
• Champion customer journey mapping and continuous improvement across touchpoints.
• Collaborate to optimize back-office and service delivery processes.
• Lead internal and external business reviews with status updates.

Skills

Project Management

Stakeholder Management

Strategic Leadership

Cross-functional Collaboration

Data-Driven Decision-Making

Education

Bachelor’s degree or higher

Job description

Brink’s is seeking a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership across Brink’s Customer Operations. You will guide end-to-end service delivery, align claims, metrics and processes with the organization’s mission, and develop a high-performing team.

The role emphasizes cross-functional partnership, data-driven decision making, and delivering exceptional customer experiences for large accounts in a remote-friendly setup.