# Customer Service Manager - Operations & Experience

**Company:** [Serenity Mental Health Centers](http://jobs.workable.com/companies/h3yGHYiFcHCJXrasgMwDWe.md)
**Location:** Orlando, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Clinic Staff

[Apply for this job](http://jobs.workable.com/view/3fbb2ca4-7f05-4a3b-8ce0-144a73fb911d)

## Description

**Customer Service Manager – Operations & Experience** 

**Location:** Orlando, FL  
**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.