Customer Experience Operations Manager - Garland, TX

• CX Operational Leadership & Execution (50%)
  • Own day-to-day customer experience operations, managing workflow, priorities, and escalation with discipline and consistency; includes tracking/managing KPIs related to customer outcomes and operational performance and leveraging data to drive results.
  • Manage order flow, order changes, customer inquiries, and issue resolutions to meet service commitments; includes the use of daily, weekly, and monthly reviews to identify gaps and drive corrective action.
  • Ensure operational stability during periods of disruption, change, or increased demand.
  • Establish and maintain standard work, routines, and controls to ensure repeatable service execution
  • Act as the primary escalation point for complex or high-impact customer issues.
  • Manages departmental staffing plans, including hiring and training related activities, within annual operating budget parameters.
  • Manages policy deployment in the areas of safety, quality, delivery, cost/lean processes, customer satisfaction, and employee relations. This includes directing the team’s improvement efforts in the creation and monitoring of key process improvement measurements and their graphic display.
  • Maintains customer trust through transparency, ownership, accountability, and follow-through.
  • Drives continuous improvement efforts to improve team performance and engagement.
  • Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • All other duties as needed for the benefit of the group or organization.
• Leadership (40%)
  • Models Gemini’s Made True values through daily leadership behaviors and decision-making to reinforce our people-first culture.
  • Reinforces our commitment to Gemini’s customers within the department and cross-functionally.
  • Sets a high bar for team performance, continually coaching and actively developing talent to improve performance and create bench strength; includes clear expectations and accountability.
  • Develops capability in problem-solving, decision-making, and customer judgment within the team.
  • Manages the tension between creating standards for how the team operates and maintaining flexibility to do what’s right for the customer.
  • Leads new team member orientation and develops a culture that welcomes new members.
  • Leads with consistency, fairness and clarity.
• CX Transformation (10%)
  • Executes the strategic operating plan for the department, ensuring it evolves to meet the changing needs of the business and customers.
  • Maximizes the impact of the team by staying up to speed on customer needs and the markets we serve with clear communication around ‘the why’ to drive adoption and understanding of change.
  • Acts as an advocate of change while balancing the needs of the team and the customer.
    

Skills and Abilities

• A strong leadership presence with the ability to build credibility and trust quickly and outstanding emotional intelligence.
• Proven ability to drive operational excellence in a customer service environment, preferably in a B2B manufacturing organization.
• A track record of leveraging problem solving and continuous improvement to improve productivity.
• Exceptional communicator: Ability to connect the dots from strategy to the front-line team in a way that brings them along and engages them in ‘the why.’
• Experience in key foundational leadership responsibilities such as supporting onboarding, training, conflict resolution and team engagement.
• Skilled in providing mentoring, ongoing coaching, performance feedback and development plans.
• Ability to handle sensitive employee matters with discretion and professionalism.
• Strong self-starter: ability to anticipate potential problems and take accountability to results.
• Ability to lead through change and challenging times while building team trust and engagement.
• Able to deliver a tough message with respect to performance in a professional manner.
• Decisive and action-oriented, willing to make tough decisions to keep the team moving forward while maintaining the Gemini culture.
• Outstanding customer service and problem-solving attitude to reinforce how we ‘make it right’ for the customer at all levels of the organization.
•  Ability to effectively bring customer insight into decision-making and strategic planning.

• Bachelor’s degree in business, leadership or related field, or 10+ years of demonstrated success in an applicable leadership role.
• 5+ years of customer service or operations experience, preferably in a B2B manufacturing environment.
• 5+ years of leadership experience with a proven track record of building high-performing teams in a growing organization.
• 3+ years of problem solving and continuous improvement/lean experience, preferably driving these behaviors throughout a team.
• Preferred: Experience in Human Resources Management.
• Preferred: Familiarity with the AS400 ERP system, OnBase, and HubSpot CRM.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The actual title and individual compensation packages are dependent upon various factors unique to each candidate including skillset, training, transferable skills, work experience, qualifications, business needs, market demands, and other job-related reasons.  The base pay range is subject to change and may be modified in the future.  This role is eligible for other benefits.

How we show we care

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick) 
• Dental, Vision, Disability and Life Insurance
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

About Us

As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, Stewardship. At the heart of our work is a simple but powerful vision: Successful Partners. Engaged People. Thriving Communities. This vision guides how we show up every day for our customers, for one another, and for the communities we call home.

• We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability. 
• Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email;  or call (507) 263-3957 and ask for the Human Resources Representative assigned to the location of interest.  
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.