Web3 Associate Director, Credit Card Operations

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. *****Responsibilities:* Manage and scale a multi-channel customer support team including external, and 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 the 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 in 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 and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know. #LI- #LI-REMOTE