Sr. Manager, Customer Experience FI

Brink's Inc

3d•$85,400 - $106,700•Remote

About The Position

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.

Requirements

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

Nice To Haves

Master’s degree.
7+ years in armored logistics.
Experience managing customer care operations in financial, banking, or logistics settings.
Knowledge of lean/process improvement methodologies.

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.