- Salary
- $80k – $106k
- Location
- Work from Home US, United States of America
- Workplace
- Remote
- Type
- Full-time
- Seniority
- Manager
- Education
- Master
- Source
- Workday
Description
Pay Range:
(Minimum to mid pay range specific to NY, CA, CO, WA, MD)
75,000.00 - 110,000.00 USD AnnualBrinks Texas License #C00550
#LI-Remote
About Brink's:
The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.
We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.
Job Description
Job Summary
The Client Excellence Manager (CEM) serves as the primary point of communication between client and operational execution resources for operational continuity, service delivery performance, critical incident management, and is accountable for governance and commercial integrity for assigned Enterprise Financial clients. This role facilitates the coordination and resolution of high-impact operational events while serving as the Voice of the Client across Operations, Service Delivery, Cash Operations, Finance, Billing, Project Management, and third-party partners. The role is responsible for overall client and operational communication and coordination - supporting outcomes, risk mitigation, service performance, client retention, and executive communication.
Pay: $80,000 - $106,000
Location: Remote USA
Key Responsibilities
Operational Continuity & Incident Management
Facilitate end-to-end resolution of ATM outages, access failures, service interruptions, and client-impacting incidents.
Coordinate response efforts across Operations, Cash Operations, Service Center teams, Project Management, client stakeholders, and vendor partners.
Represents client perspectives and priorities in issue resolution through full restoration and root-cause identification.
Provide executive-level communications throughout the incident lifecycle.
Service Delivery Partnership
Serve as bridge between Client and Operations in communications around service delivery and performance management.
Client Governance & Executive Engagement
Participate in the development and presentation of Monthly Business Reviews, operational scorecards, service reviews, and executive updates.
Lead recurring daily, weekly, monthly, and quarterly client governance meetings as required.
Work with Operations and Technology resources to translate operational and technical issues into executive-ready communications, know the business and speak to deep-insights fluently.
ATM Access, Readiness & Project Execution
Ensure client interests are represented in:
OAD Team Execution / Readiness for:
Installations, relocations, rebrands, reopenings, renovations, and removals.
Billing Resolution & Commercial Accountability
Lead investigations and resolution of billing disputes and invoice discrepancies.
Partner with Finance and Billing teams to ensure invoicing reflects operational reality and contractual commitments.
Validate that invoice is correct, using Ops-supplied information.
Balance revenue protection with client trust and long-term relationship objectives.
Customer Advocacy & Voice of the Client
Serve as the Voice of the Client across all operational functions.
Monitor customer sentiment, VOC trends, and recurring escalation themes.
Work with Operations Service Delivery resources to drive Drive action plans that improve client satisfaction and service outcomes.
Risk Management & Continuous Improvement
As-Needed, Assist Operations Service Delivery Team who own:
Identifying systemic operational risks, vendor performance concerns, and process gaps.
Driving root-cause analysis efforts and implementing sustainable corrective actions.
Act as the integration point when ownership is fragmented across teams.
Required Qualifications
Bachelor's degree or equivalent experience.
5+ years in client operations, service delivery, customer experience, account management, operations management, or related discipline.
Experience supporting financial institutions, ATM managed services, cash logistics, or highly complex operational environments.
Demonstrated success leading cross-functional initiatives and client escalations.
Professional Skills
Executive communication and presentation skills.
Incident command and escalation management expertise.
SLA and service performance management.
Vendor performance management.
Root cause analysis and operational risk management.
Commercial acumen and business judgment.
Ability to influence without direct authority.
Success Measures
Client satisfaction, retention, and VOC improvement.
Billing accuracy and dispute resolution effectiveness.
Customer Satisfaction (CSAT)
First Time Resolution
Time to Resolve
Client Referral Rate
What’s Next?
Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.
Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.
Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
