Senior Manager, Customer Experience, FI

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85.4k - $106.7k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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

• 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

• 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