[Hiring] Senior Manager, Customer Experience @Brink's Inc

Role 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.

• 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.

Qualifications

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

Requirements

• Strong consultative, analytical, and problem-solving skills.
• Excellent interpersonal, communication, and presentation abilities.
• Strong business acumen and relationship-building capabilities.
• High integrity and alignment with company values.
• Collaborative leadership style.
• Proven ability to champion and cultivate a positive, inclusive, and high-performance culture.
• Demonstrated proactive leadership with the ability to anticipate needs, drive innovation, and lead change.
• Passion for innovation and continuous improvement in customer experience and operational delivery.
• Ability to build and sustain strong relationships across all levels of the organization and with external partners.

Benefits

• Competitive salary range: 85,400.00 - 106,700.00 USD Annual.
• Remote work flexibility (#LI-Remote).

Company Description

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.