Senior Director, Customer Excellence

Brinks Texas License #C00550

About Brinks :

The Brinks 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 Brinks 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 Brinks mission vision and strategic priorities. The Sr. Director leads end-to-end service delivery transformation ensuring Brinks 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 Brinks 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

Key Stakeholder Engagement

National Product

Regional Vice Presidents

Brinks Executive Team

Regional Continuous Improvement

Account Executive

National Continuous Improvement

Critical Competencies

Qualifications

Minimum :

Preferred :

Professional Skills

Whats Nex t

Thank you for considering applying for a job at Brinks. To be considered for this position you must complete the entire application process which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks is an equal opportunity / affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status marital status protected veteran status sexual orientation gender identity genetic information or history or any other characteristic protected by law. Brinks is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class.

Required Experience :

Exec

Key Skills

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1