Brink’s Benefits Overview

Leads enterprise customer experience and operations for major financial institution clients. Oversees customer care leadership, strategic account and program management, implementations, escalations, service improvements, customer journey optimization, executive reporting, and cross-functional collaboration. Develops high-performing teams and uses customer metrics, analytics, and emerging technologies to improve service quality, efficiency, and satisfaction.

Leads customer operational excellence for major financial institution accounts, overseeing service delivery, implementations, escalations, claims, customer communications, business reviews, and continuous improvement. Drives root-cause resolution and customer journey optimization through cross-functional collaboration with Product, Operations, Technology, Sales, and project teams. Manages and develops a team of 5–9 employees while providing executive reporting, strategic account leadership, and process improvement.

Manages and grows a $10–15M+ portfolio of regional banks and credit unions. Responsibilities include revenue retention, new business development, client relationship management, sales planning, forecasting, pipeline growth, campaign participation, and serving as the escalation point for assigned accounts. The role collaborates across customer experience, legal, marketing, product, and operations teams. It is primarily remote inside sales with minimal travel for conferences and client events.