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SalaryThe Customer Experience Operations Director is a key position in the company, working closely with senior leadership and across functions to deliver industry-leading service to Gemini Dealer Partners. You will work on transforming Gemini’s approach to serving our customers – integrating digital tools that enhance the service we provide, while building on 60 years of industry leadership.
This is a high impact role with responsibility for the success of over 200 representatives in four locations across North America. You will partner across sales, marketing, production operations and IT to deliver established KPI’s. This position may have the opportunity to develop into a higher-level role based on results.
Essential Functions
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CX Operations Strategy (25%)
- Establishes strategic operating plans for the department, ensuring it evolves to meet the changing needs of the business
- Maximizes the impact of the team by staying up to speed on customer needs and the markets we serve
- Leads development of the annual CX Operations functional plan
- Establishes and manages department operating budget
- Key voice in Gemini’s holistic Customer Experience-based business transformation
Leadership (25%)
- Serves as a key stakeholder in Gemini’s annual strategic planning process
- Reinforces commitment to Gemini customers within the department and cross-functionally
- Manages, coaches and develops talent to continually improve their performance
- Scales processes with the business, successfully manages the tension between creating standards for how the team operates and maintaining flexibility to do what’s right for the customer
- Champions functional training of CX Operations team members
- Drive results via collaboration with team members, internal stakeholders and leadership
- Creates an environment of open communication, respect, and trust
CX Operational Effectiveness (50%)
- Champions departmental continuous improvement efforts, leveraging process improvement methodologies.
- Responsible for the success of technology integrations that improve productivity and customer satisfaction
- Creates and manages departmental staffing plans within budget parameters
- Establishes metrics and reporting to manage team effectiveness
- Stays up to speed on customer satisfaction data and insights to help inform improvement priorities
- Partners across teams to create alignment, alleviate bottlenecks and secure resources needed to move forward
Skills and Abilities
- Culture builder who values relationships and can leverage difficult situations to improve credibility and trust
- Capable thought leader / architect who sees the big picture but can zoom in to effectively prioritize and drive short-term results
- Results driven
- Skilled problem solver
- Gets work done through teams – drives execution & holds team to a high level of accountability
- Influences effectively cross-functionally and with leadership
Qualifications – Education & Experience
- Bachelor’s degree in business, or a related field. MBA Preferred.
- Experience in a B2B business model that has a high volume of requests with a low frequency of purchase (on average) from any single customer – a design forward, custom/made-to-order category preferred
- Building / architectural products experience preferred
- Experience managing end-to-end sales funnel, designing and launching programs that generate demand and create loyalty
- Progressive experience in interacting with prospects, leads and customers in remote and virtual environments
- Track record of integration of CRM functionality and other digital tools as the core of an approach to Customer Experience and sales
- A minimum of 5 years developing other leaders at a supervisor, manager, senior manager+ level
- A minimum of 10 years of progressive leadership roles with demonstrated success
Physical Demands/Environmental Factors
- Position typically operates in a professional office environment.
- Periodic travel is required to attend trade shows, visit productions sites, call center locations, and visit customers.
- Ability to travel up to 25% of the time.
Benefits:
- $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
- 4% Retirement Match with Additional 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
About Us:
- As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, and Stewardship.
- We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability.
- Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email; hr.dept@geminisignproducts.com or call (507) 263-3957 and ask for the Human Resources Representative assigned to the location of interest.
- Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
