Senior Manager, Customer Experience — Remote (Financial Services)

Brink's

Juneau (AK)

Remote

USD 85,000 - 107,000

Full time

5 days ago

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Job summary

Brink’s is seeking a Sr. Manager of Customer Operational Excellence for Financial Institutions. You will lead end-to-end service delivery, align claims and metrics with strategic plans, and drive customer-centric improvements across cross-functional teams.

The role requires strategic leadership, customer journey ownership, and strong people management, with direct impact on customer experiences and operational excellence. Remote, high-responsibility position with global impact.

Qualifications

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

Responsibilities

Lead program and account management for 3–5 Brink’s largest customers.
Ensure successful implementations and service changes with internal teams.
Serve 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.
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.