Senior Manager, Customer Experience & Operations - Remote

Brink's Inc; United States; Remote; USD 85,000 - 107,000; Full time

Job summary

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s leads strategic oversight of the Customer Operations group, aligning claims, metrics, and service processes with Brink’s mission and values.

You will drive end-to-end service delivery and ensure top-tier customer experiences through cross-functional collaboration. Partner with Product, Operations, and Technology teams to optimize journeys, implement data-driven improvements, and develop a high-performing team

Qualifications

• Bachelor’s degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking; exposure to project management, treasury, or cash management is preferred.

Responsibilities

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

Skills

Strategic leadership

Customer journey ownership

Cross-functional collaboration

Data-driven decision-making

People leadership

Operational excellence

Relationship-building

Proactive leadership

Innovation

Drive for results

Education

Bachelor’s degree or higher

Job description

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s leads strategic oversight of the Customer Operations group, aligning claims, metrics, and service processes with Brink’s mission and values.

You will drive end-to-end service delivery and ensure top-tier customer experiences through cross-functional collaboration. Partner with Product, Operations, and Technology teams to optimize journeys, implement data-driven improvements, and develop a high-performing team