The Director of Customer Operational Excellence provides strategic leadership and operational oversight for Brink’s Customer Operations group. This role champions the execution of customer-centric strategies, aligning claims, metrics, and service processes with the organization’s mission, vision, values, and strategic plan. The Director will lead end-to-end service delivery, ensuring exceptional customer experiences through cross-functional collaboration, data-driven decision-making, and team development.
Key Responsibilities
Lead program and account management for 3–5 of Brink’s largest 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.
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 project status.
Manage and develop a high-performing team of 5–9 individuals.
Own customer communications and executive-level reporting.
CX Director-Level Leadership Traits
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.
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 teams to deliver consistent, high-quality service experiences.
Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
Drive for Results: Demonstrate accountability, urgency, and a commitment to achieving measurable outcomes.
Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Model and reinforce behaviors that reflect Brink’s values and leadership principles. Promote psychological safety, recognition, and team engagement.
Proactive Leadership: Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence.
Innovation: Encourage creative thinking and experimentation. Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences.
Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients. Serve as a connector and collaborator to align goals, resolve issues, and drive shared success.
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.
Qualifications
Minimum:
Bachelor’s degree or higher.
15+ years of professional experience.
7+ years in logistics or banking.
Functional experience in project management, treasury, or cash management.
Preferred:
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
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 company values.
Collaborative leadership style.
Proven ability to champion and cultivate a positive, inclusive, and 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.
