Director of Customer Experience & Operational Excellence

Brink's; Northern (KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Brink's is recruiting a Sr. Manager of Customer Operational Excellence for Financial Institutions to steer customer operations strategy and end-to-end service delivery.

The role emphasizes aligning claims, metrics, and service processes with Brink's mission and values, while leading cross-functional teams to ensure exceptional customer experiences. The successful candidate will drive continuous improvement, manage a 5-9 person team, and report on performance to executives.

Qualifications

• Bachelor's degree or higher.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Functional experience in project management, treasury, or cash management.

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.

Skills

Strategic leadership

Customer journey ownership

Cross-functional collaboration

Data-driven decision-making

People leadership

Operational excellence

Drive for results

Culture champion

Proactive leadership

Innovation

Relationship building

Education

Bachelor's degree or higher

Master's degree

Job description

Brink's is recruiting a Sr. Manager of Customer Operational Excellence for Financial Institutions to steer customer operations strategy and end-to-end service delivery.

The role emphasizes aligning claims, metrics, and service processes with Brink's mission and values, while leading cross-functional teams to ensure exceptional customer experiences. The successful candidate will drive continuous improvement, manage a 5-9 person team, and report on performance to executives.