Customer Experience Manager

Customer Experience Manager – Operations

Compensation: $90,000k annually

Overview

Lead a team in a high-volume, customer-facing environment where delivering a consistent, high-quality experience is the top priority.

We’re looking for a hands-on leader who thrives in fast-paced, structured environments and knows how to build strong teams, manage performance, and create a polished, professional experience across every interaction.

No industry-specific experience required — full training provided.

• Oversee daily operations in a customer-facing, high-volume environment
• Lead, coach, and develop team members to deliver a high-touch, professional experience
• Ensure every interaction is welcoming, efficient, and consistent
• Manage staffing, scheduling, and workflow execution
• Monitor and improve key performance metrics (KPIs) related to service, efficiency, and overall experience
• Guide conversations and provide clear, confident communication to customers
• Identify opportunities to improve processes, service quality, and team performance
• Step in as needed to support the team and maintain service levels

• Fast-paced environment where attention to detail and composure under pressure matter
• A balance of people leadership and operational execution
• High standards — success is measured by team performance and customer experience quality
• A role where you are actively coaching, problem-solving, and driving results daily

• 10+ years of leadership or management experience in customer service, hospitality, retail, call center, or operations environments
• Proven ability to manage performance metrics and drive results
• Experience coaching team members and leading performance-based conversations
• Strong communication skills with a service-oriented, professional approach
• Comfortable working in a structured, process-driven environment
• Highly organized with the ability to manage multiple priorities in a high-volume setting

• Hospitality, restaurant, hotel, or guest services leadership
• Retail or service environments with high standards and performance expectations
• Experience in customer experience or relationship-driven environments

About You

You’ve worked in environments where service quality was everything. You know how to lead a team, maintain high standards, and ensure every interaction leaves a strong impression.

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

• $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 one year) + 10 paid holidays
• Clear advancement and growth opportunities

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