What are the responsibilities and job description for the Customer Service Manager - Operations & Experience position at Serenity Mental Health Centers?
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.
Salary : $90