Senior Manager, Customer Experience, FI

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide strategic direction and operational management for Brink’s Customer Operations division.

• Advocate for customer-focused strategies that align claims, metrics, and service processes with Brink’s mission, vision, values, and strategic objectives.

• Oversee comprehensive service delivery through collaboration across departments, data-driven decision-making, and team development.

• Manage program and account responsibilities for 3–5 of Brink’s largest clients.

• Ensure effective implementation and service modifications alongside internal project teams.

• Serve as the ultimate escalation point for customer service challenges, cases, and claims.

• Facilitate root cause analysis and resolution planning with Continuous Improvement and Product teams.

• Spearhead customer journey mapping and ongoing enhancements across service interactions.

• Streamline back-office and service delivery processes across functions.

• Conduct internal and external business reviews, providing insights on quality, performance, and project progress.

• Lead and nurture a high-performing team of 5–9 members.

• Oversee customer communications and executive-level reporting.

• Collaborate with National Product, Regional Vice Presidents, Brink’s Executive Team, Account Executives, and Continuous Improvement teams on implementations, service quality, escalations, QBRs, contracts, renewals, feasibility, costs, and process enhancements.

⛳️ Requirements

• Bachelor's degree or higher.

• Over 10 years of professional experience.

• More than 7 years in logistics or banking.

• Experience in project management, treasury, or cash management.

• Master’s degree is preferred.

• Preferred experience of 7+ years in armored logistics.

• Previous management of customer care operations in financial, banking, or logistics environments is preferred.

• Familiarity with lean/process improvement methodologies is preferred.

• Strong consultative, analytical, and problem-solving abilities.

• Exceptional interpersonal, communication, and presentation skills.

• Solid business acumen and relationship-building skills.

• High level of integrity and alignment with company values.

• A collaborative leadership approach.

• Proven track record of fostering and maintaining a positive, inclusive, and high-performance culture.

• Demonstrated proactive leadership with the capability to anticipate needs, drive innovation, and manage change.

• A passion for innovation and continuous improvement in customer experience and operational execution.

• Ability to forge and maintain robust relationships across all organizational levels and with external partners.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• A dynamic work environment that encourages innovation and collaboration.