Customer Experience Site Manager

Gemini, Inc. • Garland, TX

7h • Onsite

About The Position

Gemini is seeking a Customer Experience Site Manager to lead the customer experience function at their Garland site. This role involves building trust, driving results through people, and managing the complexities of custom, made-to-order work in B2B signage manufacturing. The manager will own the performance of the customer experience function, overseeing order flow, coaching the team, communicating effectively, and fostering relationships with customers and production partners to align commitments and capabilities. The ideal candidate is a leader who sets high standards, takes ownership of outcomes, and continuously improves the team. Gemini values hungry, humble leaders deeply committed to their team's success and offers a people-first culture where individual strengths and impact are visible.

Requirements

• Strong leadership presence with the ability to build credibility and trust quickly, and exceptional emotional intelligence.
• Proven ability to drive operational excellence in a customer service environment, preferably within a B2B manufacturing organization.
• Demonstrated track record of leveraging problem-solving and continuous improvement methodologies to increase productivity and team performance.
• Exceptional communicator: Ability to connect organizational strategy to front-line execution in a way that engages teams in the purpose behind the work.
• Experience in key foundational leadership responsibilities, including onboarding, training, conflict resolution, and team engagement.
• Skilled in providing mentoring, ongoing coaching, performance feedback and development planning.
• Ability to manage sensitive employee matters with discretion and professionalism.
• Strong self-starter: ability to anticipate potential challenges and take accountability for results.
• Ability to lead through change and challenging periods while sustaining team trust and engagement.
• Capable of delivering difficult feedback on performance in a direct, professional, and respectful manner.
• Decisive and action-oriented, willing to make sound, timely decisions that keep the team moving forward while preserving the Gemini culture.
• Outstanding customer service orientation and problem-solving aptitude, reinforcing Gemini’s commitment to ‘making it right’ for the customer at every level.
• Ability to effectively integrate 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; candidates should demonstrate meaningful career progression and increasing levels of responsibility over time.
• 3+ years of problem solving and continuous improvement/lean experience, with demonstrated success driving these behaviors across a team.

Nice To Haves

• Experience in Human Resources Management.
• Familiarity with the AS400 ERP system, OnBase, and HubSpot CRM.

Responsibilities

• Own day-to-day customer experience operations, managing workflow, priorities, and escalation with discipline and consistency; includes tracking and managing KPIs related to customer outcomes and operational performance and leveraging data to drive results.
• Manage order flow, order changes, customer inquiries, and issue resolution 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.
• Manage departmental staffing plans, including hiring and training related activities, within annual operating budget parameters.
• Manage 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.
• Maintain customer trust through transparency, ownership, accountability, and follow-through.
• Drive continuous improvement efforts to improve team performance and engagement.
• Make effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
• Carry 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.
• Model Gemini’s Made True values through daily leadership behaviors and decision-making to reinforce our people-first culture.
• Reinforce Gemini’s commitment to its customers within the department and cross-functionally.
• Set a high bar for team performance, continually coaching and actively developing talent to improve performance and create bench strength, with clear expectations and accountability.
• Develop capability in problem-solving, decision-making, and customer judgment within the team.
• Manage the tension between creating standards for how the team operates and maintaining flexibility to do what’s right for the customer.
• Lead new team member orientation and cultivate a culture that welcomes new members.
• Lead with consistency, fairness and clarity.
• Execute the strategic operating plan for the department, ensuring it evolves to meet the changing needs of the business and customers.
• Maximize 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.
• Serve as an advocate for change while appropriately balancing the needs of the team and the customer.

Benefits

• $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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior