Job Details

Customer Service Manager Operations & Experience

Location: Houston, TX Employment Type: Full-Time Compensation: $90,000+ annually

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.