Senior Manager, Customer Experience, FI

Brink’s Inc

. Provide strategic leadership and operational oversight for Brink’s Customer Operations group .

Posted 10/8/2026full-timeRemote • United StatesSenior💰 $85,400 - $106,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic leadership in customer operations, with a focus on optimizing service delivery and enhancing customer experience through data-driven decision-making and continuous improvement methodologies. Proven ability to manage high-performing teams and foster strong relationships across various organizational levels.

Highest-signal resume keywords

Customer Operations LeadershipProject ManagementContinuous Improvement MethodologiesCustomer Care Operations ManagementAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementData-Driven Decision-MakingRoot Cause AnalysisService Delivery OptimizationCustomer Journey MappingLean MethodologiesCash ManagementTreasury ManagementLogistics ManagementArmored Logistics

Soft Skills

Interpersonal CommunicationRelationship BuildingCollaborative LeadershipPresentation SkillsProblem-Solving

Industry Keywords

LogisticsBankingCustomer ExperienceOperational DeliveryContinuous ImprovementHigh-Performance CultureExecutive-Level ReportingBusiness ReviewsService ProcessesClaims Management

About the role

Key responsibilities & impact

Provide strategic leadership and operational oversight for Brink’s Customer Operations group
Champion customer-centric strategies aligning claims, metrics, and service processes with Brink’s mission, vision, values, and strategic plan
Lead end-to-end service delivery 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 with internal project teams
Act as the final escalation point for customer service issues, cases, and claims
Drive root cause analysis and resolution planning with Continuous Improvement and Product teams
Lead customer journey mapping and continuous improvement across service touchpoints
Optimize back-office and service delivery processes cross-functionally
Lead internal and external business reviews, reporting on quality, performance, and project status
Manage and develop a high-performing team of 5–9 individuals
Own customer communications and executive-level reporting
Engage National Product, Regional Vice Presidents, Brink’s Executive Team, Account Executives, and Continuous Improvement teams on implementations, service quality, escalations, QBRs, contracts, renewals, feasibility, cost, and process improvements

Requirements

What you’ll need

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
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