Director, Customer Excellence

Job Summary

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.

Brink's U.S., a division of Brink's, Incorporated, is the premier provider of armored transportation, currency and coin processing, ATM servicing, and other value-added services to financial institutions, retailers, and government entities. Brink's has a proud history of employee development and advancement.

• 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.

• 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.

• 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.

• Ensure customer service quality and timely issue resolution.
• Ensure readiness for new projects (new work or conversions).

• Keep executives apprised of performance, quality, and strategic initiatives.

• Uncover root causes underlying recurring service issues in specific branches or regions.

• 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.

• Drive process improvements and efficiencies related to both back-office activities and service delivery.

• 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…