Empower the Individual Through Crypto

Gemini is a crypto exchange and custodian that allows customers to buy, sell, store, and earn more than 30 cryptocurrencies like bitcoin, bitcoin cash, ether, litecoin, and Zcash. Gemini is a New York trust company that is subject to the capital reserve requirements, cybersecurity requirements, and banking compliance standards set forth by the New York State Department of Financial Services and the New York Banking Law. Gemini was founded in 2014 by twin brothers Cameron and Tyler Winklevoss to empower the individual through crypto.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we want to help you buy, sell, and store your bitcoin and cryptocurrency. Crypto is not just a technology, it's a movement.

At Gemini, our mission is to empower the individual and that includes giving our employees flexibility of choice — our Office Optional Policy allows employees to choose to work from one of our physical locations or from home.

Select roles that are location-specific will still be eligible for flexible schedules.

The Department: Operations / NeobankingTransforming finance and empowering the individual through crypto is a deeply human pursuit. We are focused on bridging the traditional world of finance with the innovation of cryptocurrency products, providing our clients with a best-in-class financial institution experience based on the digital asset economy.The Role: Associate Director, Neobanking OperationsGemini is looking for a leader to join the Neobanking team to support our Credit Card and Earn products. We are looking for a candidate with a deep understanding of servicing, customer support, and fulfillment for credit card programs. Experience in scaling and continuously improving customer-facing operations is required. Experience in the credit card, cryptocurrency, neobanking, or related regulated industry is desired. The potential candidate should have the ability to manage multiple teams/functions and collaborate cross-functionally with other critical teams to ensure operational excellence and efficiency. Our ideal candidate has deep expertise in scaling customer-facing operations, has a passion for innovative technologies, is always willing to challenge established assumptions, but at the same time is attentive to the regulatory landscape around their activities. They are dedicated to advancing the mission of Gemini.

 Responsibilities:

• Manage and scale a multi-channel customer support team including external, international call centers. 
• Oversee various aspects of credit card servicing including statements, fulfillment, customer support, and back-office support 
• Develop and implement a strategy to scale credit card operations with a focus on providing excellent customer support and expanding digital servicing in a highly efficient manner
• Develop and implement a strategy to create more efficient operations for Gemini’s Earn product
• Identify frequent or high-priority issues and partner with Product, Engineering, Credit Risk, and Fraud groups to develop automated and innovative solutions. Monitor performance against plans and prepare analyses for senior leadership
• Understand current and historic performance of key metrics to create and measure impactful KPIs
• Conduct ongoing analyses of all processes and vendors to identify and implement measures that increase operational efficiency

Requirements: 

• Undergraduate degree

• Minimum of 7 years experience in one or more of the following areas: customer support, credit card operations, and card fulfillment 
• Experience managing a multi-channel customer support program at scale
• Proven record of implementing or advancing digital servicing 
• Experience managing international call centers

• Intermediate to advanced skills running cost benefit analyses and modeling for owned operational expenses

• Strong leader and communicator who enables their team and peers to achieve success 

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Competitive Compensation and Profit-Sharing Equity
• Flexible vacation policy
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

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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