CVS Quality and Service Manager

Brink's Inc

1d•$85,400 - $106,700•Remote

About The Position

The Brink’s Company 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 diverse 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. We are seeking an accomplished and dynamic Manager, CVS Quality & Service, to join our team in a work-from-home capacity. In this role, you will be responsible for ensuring a seamless experience for customers, branches, banking partners, and field operations by serving as the primary liaison between internal stakeholders and key external vendors. This position drives cross-functional collaboration across Sales, Customer Care, Training, IT, and Branch Operations to support customer onboarding, process improvements, system enhancements, operational communications, and training initiatives. The Manager, CVS Quality & Service, will lead efforts to improve service delivery, strengthen customer and branch support, and ensure consistent execution across the organization. As a member of the U.S. Cash Vault Services (CVS) team, you will manage strategic vendor relationships, oversee service-level performance, facilitate issue resolution, and coordinate communication between vendors, banking partners, and internal teams. The role is instrumental in driving operational excellence, improving customer satisfaction, and implementing continuous improvement initiatives that enhance service quality, efficiency, and overall business performance.

Requirements

Bachelor's degree in Business, Operations Management, Communications, or related field; or equivalent experience.
3+ years of experience in operations, customer support, vendor management, project management, or related roles.
Strong communication and stakeholder management skills.
Experience working with cross-functional teams and managing competing priorities.
Proficiency in Microsoft Office applications.
Experience supporting banking, financial services, cash management, or operational environments.
Vendor management and SLA oversight experience.
Project management experience.
Experience developing operational procedures, training, or process documentation.
Experience with Salesforce, FIS, or related operational platforms.
Lean, Six Sigma, or continuous improvement experience.

Responsibilities

Serve as the primary liaison between internal business partners, field operations, customers, and external vendors to ensure exceptional customer and branch experience.
Partner with Sales, Customer Care, Training, IT, and Branch Operations to support customer onboarding, process improvements, operational readiness, and service enhancements.
Develop, maintain, and communicate Standard Work Instructions (SWIs), operational procedures, training materials, and field communications to support consistent execution across the network.
Lead cross-functional initiatives related to system enhancements, testing, implementation, training, and change management activities.
Manage the Product Support Salesforce queue and coordinate communication and issue resolution across vendors, banking partners, internal departments, and field operations to ensure timely resolution of branch, customer, and operational issues while minimizing customer impact.
Act as the primary relationship manager for key vendors, including FIS, G&D, and Cummins, ensuring service commitments, operational expectations, and contractual obligations are achieved.
Monitor vendor performance, service-level agreements (SLAs), and escalation activities, implementing corrective actions when service expectations are not met.
Oversee asset tracking, service reporting, and vendor performance metrics to support operational effectiveness and accountability.
Analyze operational trends, customer feedback, and support data to identify opportunities for process improvement, service enhancement, and increased customer satisfaction.
Establish and maintain strong relationships with internal stakeholders and external partners to drive collaboration, accountability, and continuous improvement.
Support strategic projects and operational initiatives from planning through implementation, ensuring successful execution and adoption across the organization.