Product Support- Lead

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Product Support- Lead

Brink's U.S., a division of Brink's, Incorporated, is the premier provider of armored transportation, currency and coin processing, ATM servicing, and value-added services to financial institutions, retailers, and government entities. We have a challenging opportunity for a Product Service Support Lead - 24SEVEN Operations.

Job Summary:

This role is responsible for providing operational leadership, escalation management, and cross-functional coordination to support the 24SEVEN customer experience. The position ensures continuity of service, effective major-incident communication, and strong representation of the 24SEVEN end-user voice across L2 and L3 technical teams. Depending on final role design, this position may manage the L1 team directly or function as a senior individual contributor with technical and program leadership accountability.

Location: Coppell, TX

Pay: $80k-$106k

Key Responsibilities:

• Serve as the primary escalation point for complex customer, operational, and service issues impacting 24SEVEN customers. This responsibility includes taking ownership of escalated situations, ensuring that the most critical challenges are addressed efficiently, and maintaining a high level of customer satisfaction throughout the resolution process.
• Participate in and support the rotating 24SEVEN on-call model. Ensure that communications regarding major incidents and events are accurate, timely, and distributed to all appropriate stakeholders to minimize confusion and maintain transparency during critical situations.
• Directly engage with L2 and L3 teams to effectively represent the voice of 24SEVEN end users. This includes validating the impact of incidents, driving alignment on resolutions, and ensuring that consistent updates are provided to all involved parties.
• Maintain strong cross-functional partnerships with Product, IT, Operations, Sales, and Training teams. Collaborate to resolve issues efficiently and identify opportunities to improve overall service delivery for 24SEVEN customers.
• Identify and drive process improvement opportunities aimed at increasing operational efficiency, reducing the recurrence of issues, and enhancing customer satisfaction. Actively contribute to the continuous improvement culture within the team.
• Support business continuity events and service-impacting incidents as required. Play an active role in ensuring that critical operations continue smoothly during unplanned disruptions and contribute to recovery efforts as needed.
• Propose and validate changes with leadership and cross-functional teams. Deliver improvements according to committed timelines, ensuring that all stakeholders are aligned and that initiatives are executed effectively.
• Monitor projects and regularly report key performance indicators to leadership and stakeholders. Maintain visibility on project status, escalate risks as appropriate, and ensure accountability for outcomes.
• Utilize internal software, Microsoft Office Suite, and Power BI to track and communicate progress on projects, processes, and tasks. Leverage these tools to ensure accurate data reporting and facilitate informed decision-making across teams.

Minimum Qualifications:

• Minimum of 5 years' experience supporting customers, operations, or service organizations in a complex environment
• Minimum of 2 years' experience working with enterprise systems and operational tools supporting customer services
• Minimum of 2 years' experience collaborating with cross-functional technical or operational teams (L2/L3, IT, Product, or equivalent)
• Bachelor's Degree

Preferred Qualifications:

• Prior experience in a lead, supervisory, or program ownership role
• Knowledge of Brink's operational systems, customer onboarding, or managed services environments
• Basic knowledge of project or process management principles
• Experience supporting incident management, business continuity, or service communications

Professional Skills

• Demonstrates strong consultative abilities, applying analytical thinking and effective problem-solving strategies to address a wide range of challenges.
• Exhibits excellent verbal and written communication skills, especially when handling high-impact or time-sensitive situations where clarity and precision are critical.
• Effectively influences outcomes across teams, even without direct authority, leveraging collaboration to drive results.
• Maintains strong organizational and prioritization skills, ensuring tasks and projects are managed efficiently and deadlines are consistently met.
• Applies robust analytical skills and creative problem-solving to identify solutions and optimize processes.
• Displays solid conflict resolution abilities, facilitating constructive dialogue and resolving issues to maintain positive working relationships.
• Provides thought leadership by contributing innovative ideas and perspectives that advance team and organizational objectives.
• Delivers impactful presentations and communicates complex information clearly to diverse audiences.
• Cultivates strong customer relationships, fostering trust and satisfaction through attentive service and proactive support.
• Demonstrates high levels of organization and attention to detail, ensuring accuracy and thoroughness in all tasks.
• Adapts readily to dynamic workflows and changing priorities, maintaining productivity in fast-paced environments.
• Possesses excellent interpersonal skills, facilitating effective collaboration and teamwork across functions.
• Exhibits a professional and positive demeanor, representing the organization with integrity and enthusiasm.
• Displays strong business acumen, understanding organizational goals and aligning efforts with strategic priorities.
• Shows proficiency in Microsoft Outlook, Excel, and visual analytical tools, utilizing these platforms to track, analyze, and communicate information efficiently.

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink's U.S. We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match. If you are interested and meet the requirements for this position, please apply.

Brink's, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.

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