Sr Manager - Customer Program

Brink’s Texas License #C00550

Brink’s is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services, serving customers in more than 100 countries.

Job Description

The Customer Program Sr Manager (CPM) plays a critical leadership role in enabling the successful deployment, adoption, and scaling of Digital Retail Solutions (DRS) with strategic customers. This position leads customer‑centric programs that span opportunity qualification, solution development, deployment planning, integrations, operational readiness, implementation, stabilization, and transition to steady‑state operations. The CPM serves as the single accountable leader across highly matrixed teams, driving alignment, execution, and accountability across Product Development, Product Technology, Engineering, Architecture, Global IT, Operations, Commercial, Finance, Customer Experience, PTLs, and market organizations to deliver customer commitments.

Responsibilities

• Lead strategic customer deployments from opportunity qualification through deployment, stabilization, and operational handoff.
• Serve as the single accountable owner for strategic customer deployments, ensuring end‑to‑end ownership across participating functions and eliminating execution gaps.
• Coordinate commercial, technical, and operational teams during solution design, proposal development, implementation planning, deployment, and stabilization activities.
• Maintain professional customer communications and ensure internal transparency regarding program status, risks, decisions, dependencies, and required actions.
• Establish governance forums with customer stakeholders and internal leadership to drive alignment, accountability, and timely decision‑making.
• Document, align, and actively manage customer expectations, commitments, requirements, assumptions, and success criteria throughout the program lifecycle.
• Drive deployment readiness planning across product, engineering, architecture, operations, logistics, Global IT, finance, and country teams.
• Lead readiness reviews to ensure installation, integration, operational, training, support, logistics, and customer readiness requirements are met prior to deployment.
• Challenge and pressure‑test deployment plans, implementation approaches, support models, and transition plans to proactively identify risks and execution gaps.
• Identify and resolve handoff failures, ownership ambiguities, and execution risks that could impact deployment success.
• Lead deployment, go‑live, and stabilization activities to ensure successful customer adoption and operational transition.
• Lead customer integration activities, technical dependencies, architecture reviews, data mapping, interface specifications, testing, and implementation planning.
• Ensure integration requirements, dependencies, responsibilities, and milestones are identified and initiated early.
• Drive customer engagement and accountability for integration reviews, testing activities, and deliverables.
• Document, validate, approve, and manage customer requirements, assumptions, dependencies, constraints, and success criteria throughout execution.
• Evaluate and resolve scope changes, assessing impacts to schedule, readiness, customer commitments, and delivery objectives.
• Build and maintain integrated program plans that align teams, establish accountability, and provide leadership visibility.
• Define and continuously improve customer deployment standards, governance practices, readiness requirements, and execution frameworks.
• Establish stage‑gate governance and customer sign‑off processes to ensure readiness criteria are met.
• Drive resolution of program risks, issues, dependencies, escalations, and change requests.
• Provide executive‑level reporting on scope, schedule, readiness, customer risks, deployment status, financial impacts, revenue realization risks, and key decisions.
• Maintain program information in tools such as Monday.com, Jira, Confluence, Microsoft Project, and other Brink’s systems.
• Partner with Finance to monitor enterprise investment performance and initiate corrective actions when needed.
• Exercise delegated authority to mobilize resources and mitigate deployment risks to protect customer commitments.
• Capture lessons learned, customer feedback, and implementation insights to improve future deployments.
• Partner with PMO leadership to define and mature deployment methodologies, readiness frameworks, governance models, onboarding practices, and implementation standards.
• Drive continuous improvement initiatives that increase deployment predictability, operational readiness, customer adoption, and time‑to‑revenue.

Qualifications

• 10+ years of experience leading strategic customer programs, enterprise deployments, large‑scale implementations, or cross‑functional business transformations.
• Bachelor’s degree or equivalent in Business, Engineering, Technology, Operations, Project Management, or a related discipline.
• Professional certification such as PMP, PgMP, PRINCE2, Agile, SAFe, or similar preferred.
• Experience managing enterprise customer implementations from planning through deployment, stabilization, and operational handoff.
• Experience working in highly matrixed organizations with product, engineering, architecture, operations, technology, commercial, finance, and customer‑facing teams.
• Experience managing complex multi‑workstream deployments, digital transformation initiatives, or strategic customer programs.
• Experience in global or multi‑country environments preferred.

Skills & Competencies

• Executive presence and ability to influence strategic decisions across customers, partners, and senior leaders.
• Strong customer‑facing leadership and stakeholder management capabilities.
• Proven ability to lead through influence and mobilize cross‑functional teams to deliver customer commitments.
• Exceptional program planning, governance, deployment management, and execution discipline.
• Ability to influence without authority and drive accountability across organizational boundaries.
• Strong executive communication, facilitation, negotiation, and conflict‑