Senior Manager, Customer Experience - Remote Leadership

Brink's; Lansing (MI); Remote; USD 85,000 - 107,000; Full time

Job summary

Brink's Sr. Manager of Customer Operational Excellence - Financial Institutions will provide strategic leadership and oversee end-to-end service delivery for major customers. Lead cross-functional teams, align claims, metrics, and service processes with Brink’s mission and strategic plan to deliver exceptional experiences.

You will drive continuous improvement, partner with product and operations, and build a high-performing team while reporting to executive stakeholders.

Qualifications

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

Responsibilities

• Lead program and account management for major customers.
• Oversee new implementations and service changes with project teams.
• Escalate customer service issues to resolution.
• Drive root cause analysis with Continuous Improvement and Product teams.
• Champion customer journey mapping and improvements across touchpoints.
• Collaborate to optimize back-office and service delivery processes.
• Lead internal/external business reviews and report status.
• Develop and manage a high-performing team.

Skills

10+ years experience

Project management

Treasury or cash management

Customer operations

Education

Bachelor’s degree or higher

Tools

Job description

Brink's Sr. Manager of Customer Operational Excellence - Financial Institutions will provide strategic leadership and oversee end-to-end service delivery for major customers. Lead cross-functional teams, align claims, metrics, and service processes with Brink’s mission and strategic plan to deliver exceptional experiences.

You will drive continuous improvement, partner with product and operations, and build a high-performing team while reporting to executive stakeholders.