Senior Manager – Customer Experience & Operational Excellence Lead for Global Financial Institutions – Driving Innovation, Service Excellence, and Customer‑Centric Transformation at brighthush

About brighthush

brighthush stands at the forefront of secure cash and valuables management, seamlessly blending cutting‑edge digital retail solutions with world‑class ATM‑managed services. Operating in 51 countries, we partner with a diverse portfolio that includes global banks, retail giants, government agencies, mints, jewelers, and a wide spectrum of commercial enterprises. Our mission is simple yet powerful: safeguard what matters most to our clients while delivering an exceptional customer experience that sets the industry standard.

We thrive on partnership, innovation, and a culture that celebrates diversity of thought, background, and perspective. At brighthush, every employee is valued, respected, and empowered to grow. We are committed to fostering a sense of belonging where people feel safe, heard, and inspired to bring their best selves to work.

Position Overview

The Senior Manager, Customer Experience & Operational Excellence Lead is a strategic leadership role that drives the end‑to‑end delivery of world‑class service to our most important financial institution clients. You will be the champion of customer‑centric initiatives, aligning claims, metrics, and service processes with brighthush’s mission, vision, and strategic plan. Your influence will shape the future of our customer operations, ensuring that every interaction reflects the highest standards of quality, efficiency, and innovation.

Why This Role Matters

In an era where trust and reliability are paramount, the ability to deliver flawless service to financial institutions is a competitive differentiator. As the Senior Manager, you will:

• Elevate the customer experience across all touchpoints, turning routine interactions into memorable moments.
• Drive operational excellence that reduces cost to serve while increasing customer satisfaction.
• Serve as the strategic bridge between our clients’ evolving needs and brighthush’s capabilities.
• Mentor a high‑performing team that embodies our values of integrity, collaboration, and continuous improvement.

Key Responsibilities

• Program & Account Leadership: Own and manage 3–5 of brighthush’s largest financial institution accounts, ensuring that service delivery meets or exceeds agreed‑upon SLAs and customer expectations.
• Implementation & Change Management: Lead the successful rollout of new implementations and service changes, coordinating closely with internal project teams, technology, and operations to guarantee seamless transitions.
• Escalation Authority: Serve as the final escalation point for complex customer service issues, claims, and cases, driving rapid resolution and maintaining trust.
• Root Cause & Continuous Improvement: Partner with Continuous Improvement and Product teams to conduct root‑cause analyses, develop corrective action plans, and embed lessons learned into future processes.
• Customer Journey Mapping: Own the design, documentation, and optimization of end‑to‑end customer journeys across all touchpoints, ensuring a consistent, delightful experience.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Product, Operations, Technology, Sales, and Finance to streamline back‑office and service delivery workflows.
• Business Reviews & Reporting: Lead internal and external business reviews, presenting insights on quality, performance, and project status to senior stakeholders.
• Team Development: Build, coach, and inspire a high‑performing team of 5–9 professionals, fostering a culture of accountability, continuous learning, and high engagement.
• Customer Communications: Own all customer communications, including executive‑level reporting, quarterly business reviews, and strategic updates.

Leadership Traits & Competencies

• Strategic Leadership: Define and execute customer experience strategies that align with brighthush’s enterprise goals.
• Customer Journey Ownership: Lead the design and optimization of seamless, end‑to‑end customer journeys.
• Cross‑Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure integrated service delivery.
• Data‑Driven Decision Making: Leverage analytics and customer insights to inform strategy and measure success.
• People Leadership: Inspire, coach, and develop teams to deliver consistent, high‑quality service experiences.
• Operational Excellence: Champion continuous improvement initiatives to enhance efficiency and customer outcomes.
• Drive for Results: Demonstrate accountability, urgency, and a commitment to measurable outcomes.
• Culture Champion: Foster a culture of integrity, inclusion, and customer obsession, modeling behaviors that reflect brighthush values.
• Proactive Leadership: Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence.
• Innovation: Encourage creative thinking, experimentation, and the adoption of new technologies to deliver differentiated experiences.
• Relationship Building: Cultivate trust‑based relationships across internal teams and external clients, serving as a connector and collaborator.

Stakeholder Engagement

• National Product: Ensure training is executed for major changes in customer software and new business; maintain accurate profiles for implementations and optimization efforts; guarantee successful implementation by project teams.
• Regional Vice Presidents: Ensure service quality and timely issue resolution; prepare for new projects and conversions.
• brighthush Executive Team: Keep executives apprised of performance, quality, and strategic initiatives.
• Regional Continuous Improvement: Uncover root causes of recurring service issues in specific branches or regions.
• Account Executive: Prepare for QBRs; resolve major service escalations; develop and execute interim contracts and renewals; assess feasibility and cost of new business and oversee implementation.
• National Continuous Improvement: Drive process improvements and efficiencies related to back‑office activities and service delivery.

Critical Competencies

• Strategic Management: Identify and execute strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce cost to serve.
• brighthush Organizational Acumen: Coordinate and influence internal stakeholders across multiple functions.
• Project Management: Organize, manage, and track the status of customer projects, including new business implementations and optimizations.
• brighthush Operational Knowledge: Possess working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
• Problem Solving & Root Cause Identification: Collaborate with stakeholders to resolve recurring customer issues.
• Customer Interaction Skills: Communicate with stakeholders at all levels in a highly responsive and professional manner.
• Drive for Results: Maintain a relentless focus on outcomes, accountability, and measurable impact.

Qualifications

Minimum 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.

Preferred Qualifications

• Master’s degree.
• 7+ years in armored logistics.
• Experience managing customer care operations in financial, banking, or logistics settings.
• Knowledge of lean/process improvement methodologies.

Professional Skills & Attributes

• 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 brighthush values.
• Collaborative leadership style.
• Proven ability to champion and cultivate a positive, inclusive, 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.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. We provide:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to industry‑leading training platforms and certifications in customer experience, lean Six Sigma, and project management.
• Clear advancement pathways from Senior Manager to Director, VP, and beyond, based on performance and impact.
• Cross‑functional rotation opportunities to broaden your skill set and deepen your understanding of our global operations.
• Regular leadership workshops focused on emerging trends in security, digital retail, and customer engagement.

Work Environment & Culture Highlights

Our culture is built on the pillars of integrity, collaboration, and innovation. You’ll find:

• A global team that values diverse perspectives and encourages open dialogue.
• Flexible work arrangements, including remote‑work options and flexible hours to support work‑life balance.
• Inclusive hiring practices and a commitment to equal opportunity for all employees.
• Employee resource groups that foster community and professional development.
• Regular town‑hall meetings where leadership shares company vision and celebrates achievements.

Compensation & Benefits

While specific figures vary by location, the annual salary range for this role is $85,400 to $106,700 USD, commensurate with experience and market conditions. In addition to a competitive base salary, brighthush offers:

• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and remote‑work options.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Employee recognition and award programs.

Why Join brighthush?

• Impact: Your work will directly influence the security and satisfaction of millions of customers worldwide.
• Growth: We invest heavily in career development, offering mentorship, leadership training, and clear advancement pathways.
• Culture: A collaborative, inclusive environment where ideas are valued and innovation thrives.
• Technology: Access to cutting‑edge tools and platforms that enable you to deliver superior service.
• Community: Opportunities to give back through volunteer programs and partnerships with local charities.

Application Process

To be considered for this position, please complete the full application, including all pre‑screening questions and your electronic signature. After submission, you will receive an email confirming receipt. Our hiring team will review all candidates and notify you of your status. Thank you for your interest in a career at brighthush. For more information about future opportunities, join our talent network, follow us on social media, or connect with us on LinkedIn.

brighthush is an equal opportunity/affirmative action employer. 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 any other characteristic protected by law. brighthush is also committed to providing a drug‑free workplace.