Customer Management Senior Leader

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

The Customer Management Senior Leader serves as a strategic leader and subject matter expert in customer engagement, service delivery, and program management. This role is accountable for driving customer satisfaction, profitability, and operational excellence for Large Financial Institution accounts. The position requires strong leadership, technical expertise, and relationship management skills to ensure successful project deployments and long-term customer partnerships.

Key Areas of Responsibility

• Leadership & Mentorship: Act as a leader and mentor for support teams; provide guidance on NCR’s business offerings, solutions, and process architecture.
• Program Oversight: Manage the full Program Management lifecycle from concept through deployment; ensure successful execution of complex projects.
• Incident Management: Fully understand and influence improvements in end-to-end incident management processes to enhance quality and profitability.
• Data Analysis & Reporting: Apply independent judgment to routine and non-routine information; develop reporting tools for business management and analyze trends for operational improvements.
• Lifecycle Management: Oversee multiple key information solutions and ensure effective lifecycle management.
• Customer Relationship Management: Own the key service relationship with assigned customers; maintain satisfaction and identify cross-selling opportunities for WCS services.
• Strategic Account Engagement: Conduct regular customer meetings to review service quality, policies, and uncover new service opportunities.
• Sales Support: Assist sales teams with account information gathering and proposals for additional services.
• Operational Excellence: Advise support operations on account-specific procedures, escalation processes, spare parts requirements, and security protocols.
• Performance Monitoring: Present monthly service reports, manage escalations, and implement corrective action plans.
• Global Leadership: Lead and supervise global account support resources; manage complex international service requirements and client P&L to ensure profitability.
• Industry Expertise: Stay current with Banking and ATM trends; understand global business practices and challenges in managing direct and indirect markets.
• Continuous Improvement: Maintain knowledge through training; review help desk quality and recommend process improvements.
• Travel: Travel as required based on account needs.
   

Basic Qualifications

• Bachelor’s Degree
• 8+ years of related experience
• Proficiency in Microsoft Office Suite

Preferred Qualifications

• Master’s Degree in a related field
• Knowledge of global business practices and cross-border operations
• Strong analytical, leadership, and relationship management skills

#LI-CB1

#LI-hybrid

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.