Senior Manager, Customer Experience, FI

🕒 October 8

🤠 Texas – Remote

🤠 Texas – Remote

💵 $85.4k - $106.7k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Brink’s Inc

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1859

📦 Logistics

🔐 Security

🚗 Transport

💰 $800M Post IPO debt on 2024-07

Logistics • Security • Transport

Brink’s Inc is a global leader in secure logistics and cash management, providing armored transport, secure storage, integrated logistics and associated security services for valuables such as currency, precious metals, jewelry, fine art, electronics and pharmaceuticals. With more than 160 years of experience and operations in over 100 countries, Brink’s serves banks, retailers, governments and businesses with end-to-end secure supply chain, cash handling and financial solutions.

📋 Description

• 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 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 • Define and execute customer experience strategies aligned with enterprise goals • Lead the design and optimization of end-to-end customer journeys • Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery • Use analytics and customer insights to inform strategy and measure success • Lead continuous improvement initiatives to enhance efficiency and customer outcomes • Foster a culture of integrity, inclusion, and customer obsession • Anticipate challenges, identify opportunities, and drive innovation and service excellence • Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences • Cultivate relationships across internal teams and with external clients • Ensure training for major changes in customer SWIs and/or new business • Ensure profile accuracy for new implementations or optimization efforts • Ensure successful implementation by project teams • Ensure customer service quality and timely issue resolution • Ensure readiness for new projects and conversions • Keep executives apprised of performance, quality, and strategic initiatives • Uncover root causes of recurring service issues in branches or regions • Prepare for QBRs, resolve major escalations, develop interim contracts and renewals, determine feasibility and cost of new business, and oversee implementation • Drive process improvements and efficiencies across back-office activities and service delivery • Coordinate and influence stakeholders across multiple functions • Organize, manage, and track customer project status • Apply operational knowledge across CIT, CVS, ATM, and CSF lines of business • Collaborate with stakeholders to resolve recurring customer issues

🎯 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 • Preferred: 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 • 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