Senior Director, Customer Excellence

Brinks Texas License #C00550

About Brink's:

The Brink's Company (NYSE:

BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

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…