Product Support Manager

LOCATION

Remote

Remote

CAREER AREA

Field Operations

Job Type

Full time

PAY

Base compensation between 75,000.00 - 110,000.00 Annual

LICENSE

Brinks Texas License #C00550

JOB ID

#R76232

The Brink's Company (NYSE) 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 diverse 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.

We are seeking an accomplished and dynamic National Product Support Manager - Cash Vault Services (CVS) to join our team. In this role, you will play a critical part in driving operational excellence and supporting the CVS product line across all levels of the organization. As part of the CVS leadership team, you will provide expertise and guidance on product-related processes, support customer implementations and internal startups, lead process improvement initiatives, and ensure operational consistency, quality, and customer satisfaction across the network.

Key Responsibilities

Operational Excellence & Product Support - Provide expert guidance on operational processes and procedures for the CVS product line. - Act as a product consultant and escalation point for operational support issues. - Partner with Sales and Field Operations to manage customer expectations and deliver seamless support. - Ensure compliance with established policies, workflows, and reporting standards. - Support customer implementations and internal startups through documentation, training, and operational expertise.

Training & Knowledge Management - Develop and deliver operational training for CVS Operations and Field Support teams. - Share best practices through documentation, training materials, and knowledge transfer across internal teams and customers. - Create and maintain operational procedures and support documentation to drive consistency and effectiveness.

Performance Metrics & Accountability - Develop, refine, and monitor KPIs and quality assurance measures to evaluate operational performance. - Analyze performance and quality data to identify trends, risks, and opportunities for improvement. - Implement corrective actions that improve quality, reduce costs, and enhance customer satisfaction.

Continuous Improvement & Project Management - Lead process improvement initiatives focused on reducing costs, improving cycle times, increasing profitability, and enhancing customer experiences. - Manage projects from initiation through implementation, ensuring alignment with business objectives and timely delivery. - Collaborate cross-functionally to identify operational efficiencies and drive continuous improvement efforts.

Collaboration & Stakeholder Engagement - Serve as a key liaison between Sales, Field Support, Operations, and other cross-functional partners. - Build strong relationships across the organization to support product objectives and operational success. - Communicate effectively with stakeholders at all levels to ensure alignment and execution of strategic initiatives.

Minimum Qualifications - High School Diploma or GED. - Minimum of 3 years of project management experience. - Minimum of 2 years of experience using Microsoft Office applications, including Word, Excel, PowerPoint, and Project.

Preferred Qualifications - Bachelor's degree in Business, Engineering, or a related field. - Experience in vault operations and a strong understanding of the armored transportation industry. - Demonstrated leadership experience in operations, product support, or customer support environments. - Knowledge of process improvement methodologies such as Lean and Six Sigma. - Strong analytical, organizational, and problem-solving skills. - Ability to work independently and manage multiple priorities in a fast-paced environment. - Proven track record of maintaining operational standards, integrity, and accountability. - Strong communication and stakeholder management skills.