Associate Director, Customer Support Ops Center (Tempe)

Gemini; Tempe (AZ); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive pay

Annual bonus

New hire equity grant

Health plans

401K with company matching

Paid parental leave

Flexible time off

Job summary

Gemini is seeking an Associate Director, Customer Support (Operations Center) to be in person at our Tempe, AZ office five days a week. This role leads staffing, forecasting, and performance across the customer support function, partnering with global teams to ensure service excellence and operational readiness.

You will coach managers, translate strategy into actionable plans, and drive continuous improvement while managing budgets and costs in a dynamic fintech environment.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Minimum 12 years in a contact center, contact centers or financial services environment.
• Minimum 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.

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.

Skills

Workforce management

Forecasting

Scheduling

Headcount planning

Data analytics

Leadership

Change management

Communication skills

Budget management

Education

Bachelor’s degree or equivalent practical experience

Associate Degree or higher

Tools

Google applications (Sheets, Docs, Slides)

Job description

Gemini is seeking an Associate Director, Customer Support (Operations Center) to be in person at our Tempe, AZ office five days a week. This role leads staffing, forecasting, and performance across the customer support function, partnering with global teams to ensure service excellence and operational readiness.

You will coach managers, translate strategy into actionable plans, and drive continuous improvement while managing budgets and costs in a dynamic fintech environment.