Associate Director, Customer Support (Operations Center)

About the Position

We are seeking an experienced Associate Director, Customer Support (Operations Center) to join our team in Scottsdale, Arizona. This role combines hands-on management responsibilities with leadership in an inbound contact center. You will be responsible for workforce management, collaborating with the Operations team, and ensuring optimal staffing and service levels.

This role is required to be in person five days per week at our Scottsdale, AZ office.

Responsibilities

• Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management.
• Collaborate with global operations leaders to drive alignment and operational excellence.
• Build and sustain a high-performance, customer-centric culture.
• Coach, develop, and empower leaders and team members.
• Translate organizational strategy into actionable operational plans.
• Identify operational inefficiencies and leverage data, analytics, and process improvements.
• Ensure operational readiness and business continuity.
• Partner cross-functionally to ensure compliance and maintain a safe workplace.
• Manage site budgets and operating expenses.

Requirements

• Bachelor’s degree or equivalent practical experience.
• Minimum 12 years of experience in a contact center or financial services environment.
• Minimum of 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.
• Strong communication skills and a dependable team-player attitude.
• Passion for delivering excellent client service with integrity and a proactive approach.

Preferred Qualifications

• 15+ years of experience in the banking or financial industry.
• 10+ years of client service experience.
• Associate Degree or higher.
• Experience within fintech, financial services, payments, or another regulated industry.

We Offer

• Competitive starting pay
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off

About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all - bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

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