Customer Experience Operations Manager - On-site Cannon Falls, M

Gemini is looking for a Customer Experience Operations Manager to join the team at our location in Cannon Falls, MN! This position is responsible for leading customer experience operations as a disciplined, performance‑driven function that consistently delivers reliable service to customers. This role operates with an operational mindset in terms of establishing standard work, managing daily execution, developing people to deliver the expected results, and ensuring alignment between customer commitments and manufacturing capabilities.

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

Wage Range: $95,242.56 - $ per year
Location: Cannon Falls, MN
Type: Full Time – On‑site
Travel: 20%

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

• Own day‑to‑day customer experience operations, managing workflow, priorities, and escalation with discipline and consistency; includes tracking/managing KPIs related to customer outcomes and operational performance and leveraging data to drive results.
• Manage order flow, order changes, customer inquiries, and issue resolutions to meet service commitments; includes the use of daily, weekly, and monthly reviews to identify gaps and drive corrective action.
• Ensure operational stability during periods of disruption, change, or increased demand.
• Establish and maintain standard work, routines, and controls to ensure repeatable service execution.
• Act as the primary escalation point for complex or high‑impact customer issues.
• Manage departmental staffing plans, including hiring and training related activities, within annual operating budget parameters.
• Manage 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.
• Maintain customer trust through transparency, ownership, accountability, and follow‑through.
• Drive continuous improvement efforts to improve team performance and engagement.
• Makes effective independent decisions representing day‑to‑day issues that do not require team discussion, input or agreement.
• Carry 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.
• All other duties as needed for the benefit of the group or organization.

• Model Gemini’s Made True values through daily leadership behaviors and decision‑making to reinforce our people‑first culture.
• Reinforce our commitment to Gemini’s customers within the department and cross‑functionally.
• Set a high bar for team performance, continually coaching and actively developing talent to improve performance and create bench strength; includes clear expectations and accountability.
• Develop capability in problem‑solving, decision‑making, and customer judgment within the team.
• Manage the tension between creating standards for how the team operates and maintaining flexibility to do what’s right for the customer.
• Lead new team member orientation and develop a culture that welcomes new members.
• Lead with consistency, fairness and clarity.

• Execute the strategic operating plan for the department, ensuring it evolves to meet the changing needs of the business and customers.
• Maximize the impact of the team by staying up to speed on customer needs and the markets we serve with clear communication around ‘the why’ to drive adoption and understanding of change.
• Act as an advocate of change while balancing the needs of the team and the customer.

• A strong leadership presence with the ability to build credibility and trust quickly and outstanding emotional intelligence.
• Proven ability to drive operational excellence…