Sr. Manager, Customer Experience FI

brinks; United States; On-site; USD 85,000 - 107,000; Full time

Job summary

Brink's is seeking a Sr. Manager of Customer Operational Excellence for Financial Institutions to provide strategic leadership and oversee end-to-end service delivery across Brink's Customer Operations.

You will champion customer-centric strategies, align claims, metrics, and service processes with our mission, lead 3-5 large client programs, and develop a high-performing team of 5-9 professionals while reporting to executives.

Qualifications

• Strong program and account management capabilities.
• Leadership of cross-functional teams.
• Data-driven decision making and analytics.

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 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 with insights on quality and status.
• Manage and develop a high-performing team of 5-9 individuals.
• Own customer communications and executive-level reporting.

Job description

Pay Range:

(Minimum to mid pay range specific to NY, CA, CO, WA, MD)

85,400.00 - 106,700.00 USD Annual

Brinks Texas License #C00550

About Brink's:

The Brink's Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

The Sr. Manager of Customer Operational Excellence - Financial Institutions, provides strategic leadership and operational oversight for Brink's Customer Operations group. This role champions the execution of customer-centric strategies, aligning claims, metrics, and service processes with the organization's mission, vision, values, and strategic plan. The Sr. Manager will lead end-to-end service delivery, ensuring exceptional customer experiences through cross-functional collaboration, data-driven decision-making, and team development.

Key Responsibilities

• Lead program and account management for 3-5 of Brink's largest customers.
• Ensure successful execution of new implementations and service changes in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution planning in partnership 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, 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.

CX Director-Level Leadership Traits

• Strategic Leadership : Define and execute customer experience strategies aligned with enterprise goals.
• Customer Journey Ownership : Lead the design and optimization of end-to-end customer journeys.
• Cross-Functional Collaboration : Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
• Data-Driven Decision-Making : Use analytics and customer insights to inform strategy and measure success.
• People Leadership : Inspire, coach, and develop teams to deliver consistent, high-quality service experiences.
• Operational Excellence : Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
• Drive for Results : Demonstrate accountability, urgency, and a commitment to achieving measurable outcomes.
• Culture Champion : Foster a culture of integrity, inclusion, and customer obsession. Model and reinforce behaviors that reflect Brink's values and leadership principles. Promote psychological safety, recognition, and team engagement.
• Proactive Leadership : Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence.
• Innovation : Encourage creative thinking and experimentation. Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences.
• Relationship Building : Cultivate strong, trust-based relationships across internal teams and with external clients. Serve as a connector and collaborator to align goals, resolve issues, and drive shared success.

Key Stakeholder Engagement

National Product

• Ensure training is executed for major changes in customer SWIs and/or for new business.
• Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
• Ensure successful implementation by project teams.

Regional Vice Presidents

• Ensure customer service quality and timely issue resolution.
• Ensure readiness for new projects (new work or conversions).

Brink's Executive Team

• Keep executives apprised of performance, quality, and strategic initiatives.

Regional Continuous Improvement

• Uncover root causes underlying recurring service issues in specific branches or regions.

Account Executive

• Prepare for QBRs.
• Resolve major service escalations.
• Develop and execute interim contracts and renewals.
• Determine feasibility and effort (i.e., cost) of new business and oversee implementation.

National Continuous Improvement

• Drive process improvements and efficiencies related to both back-office activities and service delivery.

Critical Competencies

• Strategic Management - Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink's cost to serve.
• Brink's Organizational Acu