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 (10%)

• Contributes to the strategic operating plan 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
• Is an advocate of change

Leadership (30%)

• Leads with Gemini's Made True values at the forefront every day
• Reinforces commitment to Gemini customers within the department and cross-functionally
• Sets a high bar for team performance, continually coaching and developing talent to improve performance and create bench strength
• Manages the tension between creating standards for how the team operates and maintaining flexibility to do what's right for the customer
• Drives results via collaboration with team members, peers and other key stakeholders
• Is a skilled communicator that builds credibility and trust quickly

CX Operational Effectiveness (60%)

• Drives continuous improvement efforts to improve team performance
• Manages to established Key Performance Indicators to manage team effectiveness
• Manages departmental staffing plans, including hiring and training related activities, within annual operating budget parameters
• Partners across teams to create alignment, alleviate bottlenecks and secure resources needed to move forward
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manages policy deployment in the areas of safety, quality, delivery, cost/lean processes, customer satisfaction, and employee relations. This includes directing the team's improvement efforts in the creation and monitoring of key process improvement measurements and their graphic display.
• Directs staffing, training and performance evaluations to develop and improve the inside sales function. Supports new member orientation and develop a culture that welcomes new members.
• Coach and motivate team in providing daily customer service and technical advice. Actively develops people to take on roles of greater responsibility.
• Helps customer service leadership develop goals, action plans, and timetables.
• Be a liaison for internal customers (i.e. production, accounting, operations committee, etc.) and external customers to resolve conflicts, solve problems, clarify requirements and negotiate resolutions for customers (including issuing credits or other compensation.)
• Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
• Assists sales and engineering with new product research, customer requirements and market trends.
• Maintain an exemplary customer service/problem solving attitude and handle difficult customer situations to our customer's satisfaction.
• Assist in worksite analysis such as identifying unrecognized potential hazards and work-related injuries. Ensures compliance with applicable occupational safety and health regulations.
• All other duties as needed for the benefit of the group or organization.

Skills and Abilities

• A strong leadership presence with the ability to build credibility and trust quickly
• Successful track record of coaching, developing & mentoring a high-performing team
• A track record of leveraging problem solving and continuous improvement to improve productivity
• Strong self-starter; ability to anticipate potential problems
• Constructively challenges the status quo.
• Ability to lead through change while building team engagement
• Decisive and action-oriented, willing to make tough decisions to keep the team moving forward
• Working knowledge of customer experience operations
• Ability to bring customer insight in to better inform problem solving

• Requires a 4 year degree or 10+ years of demonstrated success in an applicable leadership role
• 3+ Years of supervisory experience
• Experience in an operational role in a customer service or production environment required
• Track record of success managing to KPI's and driving improvement
• Experience in leading large teams

• Position typically operates in a professional office environment.
• Periodic travel is required to attend trade shows, visit productions sites and corporate offices, and visit customers.

Benefits:

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
• Dental, Vision, Disability and Life Insurance
• Get Paid Weekly
• 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, 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;or call(507) 263-3957and 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.