Customer Service Manager - Operations & Experience

Serenity Mental Health Centers•Frisco, TX

3d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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