Director, Customer Excellence

Brinks • Coppell, TX

1d

About The Position

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.

Requirements

• 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.
• 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.
• 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.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director