The Sr. Director of Customer Operational Excellence provides enterprise-level strategic leadership and operational oversight for Brink's Customer Operations, guiding multiple Directors, Managers, and Customer Care associates serving large financial institutions. This role is a key influencer in shaping customer experience strategy, driving alignment of service processes and performance metrics with Brink's mission, vision, and strategic priorities. The Sr. Director leads end-to-end service delivery transformation, ensuring Brink's consistently meets and exceeds customer expectations by delivering an effortless experience. Leveraging data-driven insights, emerging technologies, and cross-functional collaboration, this leader fosters a high-performance culture, develops future-ready teams, and champions continuous improvement across all customer touchpoints.
Key Responsibilities
Provide strategic oversight for multiple Directors and Managers, ensuring alignment across Customer Care teams supporting large financial institutions.
Lead program and account management for Brink's largest and most complex customers.
Ensure successful execution of new implementations and service changes in coordination with internal project teams.
Act as the final escalation point for customer service issues, cases, and claims across multiple regions.
Drive root cause analysis and resolution planning in partnership with Continuous Improvement and Product teams.
Champion customer journey mapping and continuous improvement across all service touchpoints.
Collaborate cross-functionally to optimize back-office and service delivery processes.
Lead internal and external business reviews, providing insights on quality, performance, and strategic initiatives.
Manage and develop a high-performing leadership team, fostering growth and accountability across Directors, Managers, and associates.
Own customer communications and executive-level reporting for strategic accounts.
CX Sr. Director-Level Leadership Traits
Enterprise Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys across multiple teams.
Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
People Leadership: Inspire, coach, and develop leaders and associates to deliver consistent, high-quality service experiences.
Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
Influential Leadership: Build credibility and influence across all levels of the organization. Effectively advocate for customer needs and operational priorities to shape enterprise decisions.
Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Promote psychological safety, recognition, and engagement.
Proactive Leadership & Innovation: Anticipate challenges, identify opportunities, and lead modernization efforts to deliver differentiated customer experiences.
Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients.
Key Stakeholder Engagement
National Product
Ensure training is executed for major changes in customer SWIs and/or for new business.
Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
Ensure successful implementation by project teams.
Regional Vice Presidents
Ensure customer service quality and timely issue resolution.
Ensure readiness for new projects (new work or conversions).
Brink's Executive Team
Keep executives apprised of performance, quality, and strategic initiatives.
Regional Continuous Improvement
Uncover root causes underlying recurring service issues in specific branches or regions.
Account Executive
Prepare for QBRs.
Resolve major service escalations.
Develop and execute interim contracts and renewals.
Determine feasibility and effort (i.e., cost) of new business and oversee implementation.
National Continuous Improvement
Drive process improvements and efficiencies related to both back-office activities and service delivery.
Critical Competencies
Strategic Management - Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink's cost to serve.
Brink's Organizational Acumen - Coordinates and influences internal stakeholders across multiple functions.
Project Management - Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
Brink's Operational Knowledge - Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
Problem Solving and Root Cause Identification - Collaborates with stakeholders to resolve recurring customer issues.
Customer Interaction Skills - Communicates with stakeholders at all levels in a highly responsive and professional manner.
Drive for Results - Maintains a relentless focus on outcomes, accountability, and measurable impact
Customer Experience Metrics Expertise - Deep understanding of CES (Customer Effort Score), CSAT (Customer Satisfaction), and NPS (Net Promoter Score) to measure and improve service performance.
Technology & Innovation - Knowledge of AI technologies and their application in customer service to enhance efficiency, personalization, and predictive support.
Qualifications
Minimum:
Bachelor's degree or higher.
15+ years of professional experience.
7+ years in customer experience and/or service background within logistics or banking.
Functional experience in project management, treasury, or cash management.
Preferred:
Master's degree.
7+ years in armored logistics.
Experience managing multi-tiered customer care operations in financial, banking, or logistics settings.
Knowledge of lean/process improvement methodologies.
Professional Skills
Strong consultative, analytical, and problem-solving skills.
Excellent interpersonal, communication, and presentation abilities.
Strong business acumen and relationship-building capabilities.
Collaborative leadership style with proven ability to lead large, diverse teams.
Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change.
Passion for continuous improvement and operational delivery excellence.
Ability to influence decisions and outcomes across multiple levels of the organization.
