Gemini · 14 hours ago
Customer Experience Manager - Garland, TX
Garland, TX
Full-time
Onsite
Senior Level, Lead/Staff
$90K/yr - $113K/yr
10+ years expGemini, Inc. is looking for an experienced Customer Experience Manager to join the team at their location in Garland, TX. This role is responsible for driving continuous improvement in a Product Line Value Stream while ensuring high performance in customer satisfaction, quality, and productivity.
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Responsibilities
Contributes to the strategic operating plan for the department, ensuring it evolves to meet the changing needs of the business
Leads with Gemini’s Made True values at the forefront every day
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
Is a skilled communicator that builds credibility and trust quickly
Manages to establish 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 develops a culture that welcomes new members
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
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
Qualification
Required
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
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
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
Use of Company Owned Resort in Hayward, WI
Tuition Reimbursement Program
Company
Gemini
Gemini is a licensed digital asset exchange and custodian built for both individuals and institutions.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$499.9MKey Investors
RippleDraper DragonMorgan Creek Digital
2025-09-12IPO
2025-07-10Debt Financing· $75M
2022-06-20Secondary Market· $1M
Leadership Team
Tyler Winklevoss
Co-Founder & CEO
Cameron Winklevoss
Co-founder & President
Recent News
Crowdfund Insider
2026-01-25
2026-01-24
Company data provided by crunchbase