Associate Director, Customer Support — Scale Operations Center

Sierra Ventures; Tempe (AZ); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

Discretionary annual bonus

Health plans

401K with company match

Parental leave

Flexible time off

Job summary

Gemini is seeking an Associate Director, Customer Support (Operations Center) to lead workforce management for the regional support team in Tempe, AZ. This role combines hands-on execution with leadership responsibilities, including forecasting, scheduling, and coordinating with global operations to ensure high service levels.

The successful candidate will drive performance through data analytics, develop leaders, and partner across Legal, Facilities, and Security to maintain a secure, efficient

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Minimum 12 years in a contact center 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 rapid growth.
• Strong understanding of Workforce Management principles, forecasting, scheduling, and capacity planning.
• Experience using operational metrics and data analytics to drive decisions.
• Experience leading change management and continuous improvement initiatives.

Responsibilities

• Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management.
• Lead local shift managers while partnering with global operations leaders.
• Build and sustain a high-performance, customer-centric culture.
• Coach, develop, and empower leaders and team members.
• Translate strategy into actionable operational plans and measurable outcomes.
• Identify inefficiencies and leverage data analytics to optimize performance.
• Ensure readiness for new products and incident response.
• Partner cross-functionally with Global Operations, Legal, Facilities, Office Management, and Security.
• Manage site budgets and operating expenses.

Skills

Workforce management

Forecasting

Scheduling

Leadership

Data analytics

Change management

Communication

Adaptability

Client service

Team collaboration

Education

Bachelor’s degree

Associate degree or higher

Tools

Google Sheets

Google Docs

Google Slides

Job description

Gemini is seeking an Associate Director, Customer Support (Operations Center) to lead workforce management for the regional support team in Tempe, AZ. This role combines hands-on execution with leadership responsibilities, including forecasting, scheduling, and coordinating with global operations to ensure high service levels.

The successful candidate will drive performance through data analytics, develop leaders, and partner across Legal, Facilities, and Security to maintain a secure, efficient