Senior Manager, Customer Experience - Remote CX Leader

Brink's; Augusta (ME); Remote; USD 85,000 - 107,000; Full time

Job summary

Brink’s is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions, delivering strategic leadership for Brink’s Customer Operations. You will oversee end-to-end service delivery, align claims, metrics, and service processes with the company’s mission, values, and strategic plan, and drive cross-functional collaboration.

The role requires building a high-performing team, leading customer journeys, and reporting at executive levels to ensure exceptional experiences.

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.
• Oversee 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 CI and Product teams.
• Champion customer journey mapping and continuous improvement across all service touchpoints.
• Own customer communications and executive-level reporting.

Skills

Project management

Leadership

Analytics

Education

Bachelor’s degree or higher

Job description

Brink’s is seeking a Sr. Manager of Customer Operational Excellence - Financial Institutions, delivering strategic leadership for Brink’s Customer Operations. You will oversee end-to-end service delivery, align claims, metrics, and service processes with the company’s mission, values, and strategic plan, and drive cross-functional collaboration.

The role requires building a high-performing team, leading customer journeys, and reporting at executive levels to ensure exceptional experiences.