Associate Director, Customer Support (Operations Center)

Gemini

On-sitePosted July 29, 2026

About the role

Gemini is seeking an Associate Director for its regional Customer Support Operations Center in Tempe, Arizona. This role blends hands-on leadership with strategic management of an inbound contact center, focusing on workforce management, forecasting, and cross-functional collaboration to deliver exceptional customer service.

Responsibilities

Associate Director, Customer Support (Operations Center)

Gemini

On-sitePosted July 29, 2026

About the role

Gemini is seeking an Associate Director for its regional Customer Support Operations Center in Tempe, Arizona. This role blends hands-on leadership with strategic management of an inbound contact center, focusing on workforce management, forecasting, and cross-functional collaboration to deliver exceptional customer service.

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 to optimize performance and drive continuous improvement.
Ensure operational readiness and business continuity for new products, initiatives, 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 whil

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 to optimize performance and drive continuous improvement.
Ensure operational readiness and business continuity for new products, initiatives, 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 whil

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