Apply on Employer Site

Brink’s Inc · 1 day ago

Senior Director, Customer Excellence

United States

Full-time

Remote

Director/Executive

15+ years exp

Brink’s Inc is a company that provides secure logistics and cash management services, and they are seeking a Senior Director of Customer Excellence to lead customer operations and enhance service delivery. The role involves strategic oversight, collaboration across teams, and driving continuous improvement to ensure exceptional customer experiences for large financial institutions.

Asset ManagementBankingConsultingFinance

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

Qualification

Customer Experience StrategyOperational ExcellenceData-Driven Decision-MakingProject ManagementCustomer Experience MetricsLean/Process ImprovementCross-Functional CollaborationAnalytical SkillsProactive LeadershipInterpersonal SkillsCommunication SkillsPresentation SkillsRelationship BuildingCollaborative Leadership

Required

Bachelor's degree or higher

15+ years of professional experience

7+ years in customer experience and/or service background within logistics or banking

Functional experience in project management, treasury, or cash management

Preferred

Master's degree

7+ years in armored logistics

Experience managing multi-tiered customer care operations in financial, banking, or logistics settings

Knowledge of lean/process improvement methodologies

Company

Brink’s Inc

Brink’s, Incorporated is the world’s premier provider of secure solutions – including global transportation and storage for high-value goods, currency and coin processing, smart safes, ATM services, security services and advanced technology – that deliver critical business intelligence, improved productivity and enhanced protection.

Founded in 1859

Richmond, Virginia, USA

10001+ employees