Associate Director, Customer Support (Operations Center)

Gemini•Tempe, AZ

7d•Onsite

About The Position

Gemini’s Customer Support Team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The Gemini Credit Card and Exchange teams are expanding their presence with a regional office to better align customer support divisions. Collectively, these teams efficiently handle all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange. As an Associate Director of the regional team, your role will be a combination of “getting your hands dirty” and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, collaborate with the Operations team with forecasting and building team rapport. This role is required to be in person 5 days per week at our Tempe, AZ office.

Requirements

Bachelor’s degree or equivalent practical experience.
Minimum 12 years of experience in a contact center, contact centers or financial services environment.
Minimum of 5 years of contact center workforce management experience.
Proficiency in Google applications (Sheets, Docs, Slides).
Proven success scaling operations during periods of rapid organizational growth.
Strong understanding of Workforce Management principles, forecasting, scheduling, and capacity planning.
Experience using operational metrics and data analytics to drive business decisions.
Experience leading change management and continuous improvement initiatives.
Ability to thrive in a dynamic, high-growth environment with evolving priorities.
Strong communication skills and a dependable team-player attitude.
Ability to adapt quickly to new information and changing environments.
Passion for delivering excellent client service with integrity and a proactive approach.

Nice To Haves

15+ years of experience in the banking or financial industry.
10+ years of client service experience.
Associate Degree or higher.
Experience within fintech, financial services, payments, or another regulated industry.

Responsibilities

Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management to ensure optimal staffing and service levels.
Lead local shift managers while partnering with global operations leaders to drive alignment and operational excellence across regions.
Build and sustain a high-performance, customer-centric culture rooted in accountability, continuous improvement, and operational excellence.
Coach, develop, and empower leaders and team members through performance management, targeted training, feedback, and recognition to achieve individual and team goals.
Translate organizational strategy into actionable operational plans, measurable outcomes, and scalable solutions that support business growth.
Identify operational inefficiencies and leverage data, analytics, and process improvements to optimize performance and drive continuous improvement.
Ensure operational readiness and business continuity for new products, business initiatives, organizational growth, and incident response.
Partner cross-functionally with Global Operations, Legal, Facilities, Office Management, and Security to ensure compliance with company policies and maintain a safe, secure, and productive workplace.
Manage site budgets and operating expenses while identifying opportunities to improve efficiency and optimize costs.