Customer Service Manager - Operations & Experience

Job Description

Job Description

Customer Service Manager – Operations & Experience

Location: Fort Worth, TX
Employment Type : Full-Time
Compensation: $90,000+ annually + performance-based bonuses

Overview

Lead a high-performing team in a fast-paced, high-volume customer service environment where consistency, accountability, and execution drive success.

We’re looking for a hands-on leader who knows how to build strong teams, manage performance, and deliver a high-quality customer experience at scale. This role is ideal for someone from hospitality, retail, or customer service leadership who thrives in structured environments and leads from the front.

No industry-specific experience required — full training provided.

What You’ll Do

• Lead daily operations in a high-volume, customer-facing environment

• Manage, coach, and develop a team of 30+ employees

• Drive accountability to performance metrics, service standards, and productivity goals

• Ensure every interaction is professional, efficient, and high-quality

• Oversee scheduling, staffing, and workflow management

• Monitor and improve KPIs related to volume, efficiency, and customer experience

• Identify operational gaps and implement process improvements

• Step in as needed to support the team and maintain service levels

What This Role Feels Like

• Fast-paced environment where priorities shift and strong leadership is critical

• A mix of people leadership and operational execution

• High standards — success is measured by team performance and consistency

• A role where you are actively coaching, problem-solving, and driving results daily

What We’re Looking For

• 10+ years of leadership or operations experience in customer service, hospitality, retail, call center, or similar environments

• Experience managing large teams (30+ employees) in high-volume settings

• Proven ability to track, analyze, and improve KPIs

• Strong communication skills with the ability to coach, give feedback, and lead accountability conversations

• Comfortable working in a structured, process-driven environment

• Leadership style that is hands-on, performance-focused, and team-oriented

Preferred Background

• Upscale hospitality, restaurant, or hotel management

• Customer support leadership

• Retail or service environments with high standards and performance expectations

• Experience leading teams through growth, change, or scaling operations

About You

You’ve worked in environments where service standards were non-negotiable. You know how to manage a busy operation, hold a team accountable, and maintain quality even under pressure.

You’re comfortable balancing people leadership with performance management, and you take pride in building teams that deliver consistent, high-level results.

Compensation & Benefits

• $90,000+ base salary + performance-based bonuses

• Health, dental, and vision coverage (majority employer-paid)

• 401(k) retirement plan

• Paid time off: 10 days (15 after first year) + 10 paid holidays

Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.