Client Excellence Manager

Pay Range:

?(Minimum to mid pay range specific to NY, CA, CO, WA, MD)

75,000.00 - 110,000.00 USD Annual

Brinks 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

• Facilitateend-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.

• Representsclient perspectives and priorities inissue resolution through full restoration and root-cause identification.

• Provide executive-level communications throughout the incident lifecycle.

Service Delivery Partnership

• Serve asbridgebetween Client and Operations in communications around service delivery and performancemanagement.

Client Governance & Executive Engagement

• Participate in the development and presentation ofMonthly Business Reviews, operational scorecards, service reviews, and executive updates.

• Lead recurring daily, weekly, monthly, and quarterly client governance meetingsasrequired.

• Work with Operations and Technology resources to translateoperational and technical issues into executive-ready communications, know thebusinessand 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 thatinvoiceis correct, using Ops-supplied information.

• Balance revenue protection with client trust and long-term relationshipobjectives.

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 driveDriveaction plans that improve client satisfaction and service outcomes.

Risk Management & Continuous Improvement

• As-Needed, Assist Operations Service Delivery Team who own:

• Identifyingsystemic 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, cashlogistics, orhighly complexoperational environments.

• Demonstrated success leading cross-functional initiatives and client escalations.

Professional Skills

• Executive communication and presentation skills.

• Incidentcommandand escalation managementexpertise.

• 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 Nex t?

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.

Build a Career with Purpose at Brink's

For over 165 years, Brink's has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve-powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink's partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.

At Brink's, we operate in more than 100 countries, across cultures and languages, yet we're one team-committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact.

No matter which business area or country you are located, Brink's offers a place to build a meaningful career. Here, you'll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what's right, working together, and striving for excellence. If you're looking for a career that combines purpose with performance, Brink's is the place for you.

Brink's is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we're here to support you every step of the way.

See the "Terms and Conditions for Brink's" at: Terms of Use - Brink's US (https://us.brinks.com/terms-of-use)

See the "Brink's California Consumer Privacy Notice" at: Brink's California Consumer Privacy Act Notice - Brink's US (https://us.brinks.com/brinks-california-consumer-privacy-act-notice)