Senior Manager, Customer Experience & Ops Excellence

Brink's; Topeka (KS); Remote; USD 85,000 - 107,000; Full time

Job summary

The Brink's Company is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead the Customer Operations group and align claims, metrics, and service processes with the company's strategic plan.

You'll drive end-to-end service delivery, oversee a team of 5–9, manage 3–5 major customers, and partner with Product, Operations, and Technology to deliver exceptional customer experiences, embracing data-driven decisions.

Qualifications

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

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 the 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, providing 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

10+ years of professional experience

Project management

Treasury experience

Cash management

Education

Bachelor’s degree or higher

Job description

The Brink's Company is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions to lead the Customer Operations group and align claims, metrics, and service processes with the company's strategic plan.

You'll drive end-to-end service delivery, oversee a team of 5–9, manage 3–5 major customers, and partner with Product, Operations, and Technology to deliver exceptional customer experiences, embracing data-driven decisions.