Customer Experience Site Manager

CX Operational Leadership & Execution

Own day-to-day customer experience operations, managing workflow, priorities, and escalation with discipline and consistency; includes tracking and [ML4] 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.

Manage 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.

Leadership

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.

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.

CX Transformation

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.

Skills And Abilities

• 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.
• Able to manage sensitive employee matters with discretion and professionalism.
• Strong self-starter: ability to anticipate potential challenges and take accountability for results.
• Able to lead through change and challenging periods while sustaining team trust and engagement.
• Able to deliver 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.

Education And Experience

• 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.

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, Stewardship. At the heart of our work is a simple but powerful vision: Successful Partners. Engaged People. Thriving Communities. This vision guides how we show up every day for our customers, for one another, and for the communities we call home. 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.