Customer Experience Manager - Garland, TX

Overview

Gemini is looking for an experienced Customer Experience Manager to join the team at our location in Garland, TX. This position is responsible for results in a Product Line Value Stream. This individual partners across the team, the company and with Gemini customers to drive continuous improvement. Day-to-day success in the role is measured by performance against targets for Service Levels on Quote and Order requests, Customer Satisfaction, Quality and Productivity.

Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life.

Wage Range: $90,193.96 to $ per Year

Location: Garland, TX

Type: Full Time – On-site

Travel: 20%

A day in the life of a Customer Experience Manager at Gemini includes:

• 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.

Education and Experience

• 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

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The actual title and individual compensation packages are dependent upon various factors unique to each candidate including skillset, training, transferable skills, work experience, qualifications, business needs, market demands, and other job-related reasons. The base pay range is…