Senior Leader, Customer Support Operations & Workforce Management

Gemini; Scottsdale (AZ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive starting pay

Discretionary annual bonus

New hire equity grant

Comprehensive health plans

401K with company matching

Paid Parental Leave

Flexible time off

Job summary

Gemini is seeking an Associate Director of Customer Support (Operations Center) to lead workforce management in our Scottsdale, AZ office. You will forecast, schedule, and develop a high-performing team across regions while aligning with global operations.

You will drive data-driven improvements, manage staffing budgets, and partner with Legal, Facilities, and Security to maintain a secure, productive workplace. You thrive in a fast-growth fintech environment.

Qualifications

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

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

Capacity planning

Data analytics

Change management

Communication skills

Team leadership

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Associate degree or higher

Tools

Google Sheets

Google Docs

Google Slides

Job description

Gemini is seeking an Associate Director of Customer Support (Operations Center) to lead workforce management in our Scottsdale, AZ office. You will forecast, schedule, and develop a high-performing team across regions while aligning with global operations.

You will drive data-driven improvements, manage staffing budgets, and partner with Legal, Facilities, and Security to maintain a secure, productive workplace. You thrive in a fast-growth fintech environment.