Sr Manager - Customer Program

Balance Innovations; Coppell (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Brink's in Coppell, Texas is seeking a Customer Program Senior Manager to lead Digital Retail Solutions deployments for strategic customers. You will own end-to-end program delivery across product development, engineering, finance, and operations, ensuring readiness, adoption, and value realization.

The ideal candidate brings 10+ years of program leadership, strong stakeholder management, and proven ability to influence across complex, matrixed teams while delivering on aggressive timelines and

Qualifications

• 10+ years of experience leading strategic customer programs, enterprise deployments, large-scale implementations, or cross-functional transformations.
• Bachelor’s degree or equivalent in Business, Engineering, Technology, Operations, Project Management or related discipline.
• PMP, PgMP, PRINCE2, Agile, SAFe, or similar certification preferred.

Responsibilities

• Lead strategic customer deployments from opportunity qualification through deployment, stabilization, and handoff.
• Serve as the single accountable owner for strategic customer deployments across participating functions.
• Coordinate commercial, technical, and operational teams during solution design, deployment, and stabilization activities.
• Establish governance forums with customer stakeholders and internal leadership to drive alignment and decisions.
• Ensure documented, aligned, and actively managed success criteria throughout the program lifecycle.

Skills

Executive presence

Stakeholder management

Cross-functional leadership

Program management

Influence without authority

Executive communication

Education

Bachelor’s degree or equivalent in Business, Engineering, Technology, Operations, Project Management

PMP, PgMP, PRINCE2, Agile, SAFe or similar certification

Tools

Monday.com

Jira

Confluence

Microsoft Project

Job description

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 Customer Program Sr Manager (CPM) plays a critical leadership role in enabling the successful deployment, adoption, and scaling of Digital Retail Solutions (DRS) with strategic customers. This position leads customer-centric programs that span opportunity qualification, solution development, deployment planning, integrations, operational readiness, implementation, stabilization, and transition to steady-state operations. This role serves as the single accountable leader across highly matrixed teams, driving alignment, execution, and accountability across Product Development, Product Technology, Engineering, Architecture, Global IT, Operations, Commercial, Finance, Customer Experience, PTLs, and market organizations to deliver customer commitments. The CPM serves as the single accountable leader for strategic customer deployments, providing end-to-end ownership across organizational boundaries while defining what must be true for successful customer execution, deployment readiness, customer adoption, and operational success across complex and strategically significant customer programs. The ideal candidate combines strong program management expertise with customer-facing leadership experience and has a proven ability to influence without authority, drive accountability across functions, and lead complex customer deployments from concept through operational stabilization.

RESPONSIBILITIES INCLUDE (but are not limited to):

Customer Program Leadership Lead strategic customer deployments from opportunity qualification through deployment, stabilization, and operational handoff. Serve as the single accountable owner for strategic customer deployments, ensuring end-to-end ownership across participating functions and eliminating execution gaps between organizational handoffs. Lead and coordinate commercial, technical, and operational teams during solution design, proposal development, implementation planning, deployment, and stabilization activities to assess feasibility, implementation readiness, customer dependencies, operational impacts, and program risks. Maintain highly professional customer communications while ensuring internal transparency regarding program status, risks, decisions, dependencies, and required actions. Establish governance forums with customer stakeholders and internal leadership teams to drive alignment, accountability, and timely decision-making. Ensure customer expectations, commitments, requirements, assumptions, and success criteria are documented, aligned, and actively managed throughout the program lifecycle.

Deployment & Operational Readiness

Drive deployment readiness planning across Product Development, Product Technology, Engineering, Architecture, Operations, Logistics, Global IT, Finance, and country teams. Lead readiness reviews to ensure installation, integration, operational, training, support, logistics, and customer readiness requirements are met prior to deployment. Challenge and pressure-test deployment plans, implementation approaches, support models, and transition plans to proactively identify risks, bottlenecks, and execution gaps. Identify and resolve handoff failures, ownership ambiguities, and execution risks that could impact deployment success or customer commitments. Lead deployment, go-live, and stabilization activities to ensure successful customer adoption, operational transition, and fulfillment of customer commitments.

Integration & Solution Delivery

Lead customer integration activities, technical dependencies, architecture reviews, data mapping activities, interface specifications, testing activities, and implementation planning. Ensure customer integration requirements, dependencies, responsibilities, and milestones are identified, aligned, and initiated early in the program lifecycle. Drive customer engagement and accountability for integration reviews, testing activities, and deliverables required to support successful deployment execution. Ensure customer requirements, assumptions, dependencies, constraints, and success criteria are documented, validated, approved, and managed throughout execution. Drive evaluation and resolution of scope changes and ensure impacts to schedule, readiness, customer commitments, and delivery objectives are properly assessed and communicated.

Governance & Program Execution

Build and maintain integrated program plans that align teams, establish accountability, drive delivery against customer commitments, and provide leadership visibility into strategic deployment performance. Define and continuously improve customer deployment standards, governance practices, readiness requirements, and execution frameworks to improve consistency, scalability, and customer outcomes across strategic programs. Establish and maintain stage-gate governance and customer sign-off processes to ensure readiness criteria are met throughout the program lifecycle. Drive resolution of program risks, issues, dependencies, escalations, and change requests. Provide executive-level reporting on scope, schedule, readiness, customer risks, deployment status, financial impacts, revenue realization risks, and key program decisions. Ensure program information is maintained in the appropriate tools, including Monday.com, Jira, Confluence, Microsoft Project and other Brink’s systems. Partner with Finance to monitor enterprise investment performance and escal. Exercise delegated authority to initiate corrective actions, mobilize resources, and mitigate deployment risks to protect customer commitments and program objectives.

Continuous Improvement & Delivery Excellence

Capture lessons learned, customer feedback, and implementation insights to improve future customer deployments and delivery performance. Partner with PMO leadership to define and mature customer deployment methodologies, readiness frameworks, governance models, customer onboarding practices, and implementation standards across DRS. Drive continuous improvement initiatives that increase deployment predictability, operational readiness, customer adoption, and time-to-revenue.

QUALIFICATIONS

Education & Experience

10+ years of experience leading strategic customer programs, enterprise deployments, large-scale implementations, or cross-functional business transformations, including responsibility for executive stakeholder management, customer commitments, organizational influence, and business value delivery. Bachelor’s degree or equivalent in Business, Engineering, Technology, Operations, Project Management, or related discipline. PMP, PgMP, PRINCE2, Agile, SAFe, or similar certification preferred. Experience managing enterprise customer implementations from planning through deployment, stabilization, and operational handoff. Experience working in highly matrixed organizations with Product, Engineering, Architecture, Operations, Technology, Commercial, Finance, and customer-facing teams. Experience managing complex multi-workstream deployments, digital transformation initiatives, or strategic customer programs. Experience working in global or multi-country environments preferred.

Skills & Competencies

Executive presence and ability to influence strategic decisions across customers, partners, and senior leaders in highly matrixed environments.

Strong customer-facing leadership and stakeholder management capabilities.

Demonstrated ability to lead through influence and mobilize cross-functional teams to deliver customer commitments.

Exceptional program planning, governance, deployment management, and execution discipline.

Ability to influence without authority and drive accountability across organizational boundaries.

Strong executive communication, facilitation, negotiation, and conflict-resolution skills.

Strong customer expectation management and relationship management capabilities.

Ability to identify operational, deployment, integration, commercial, and customer risks early and drive effective mitigation and resolution.

Strong business acumen with focus on customer satisfaction, operational excellence, revenue realization, and measurable business results.

Critical thinking, sound judgment, and data-driven problem-solving skills.

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law.

Brink’s is also committed to providing a drug-free workplace. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Build a Career with Purpose at Brink’s For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.

At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact. No matter which business area or country you are located, Brink’s offers a place to build a meaningful career. Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what’s right, working together, and striving for excellence. If you’re looking for a career that combines purpose with performance, Brink’s is the place for you.

Brink’s is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we’re here to support you every step of the way.

See the “Terms and Conditions for Brink's” at: Terms of Use - Brink's US

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