Director, Customer Excellence

Brink's Inc • Coppell, TX

3d

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.
• 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.

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.

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